One of Sri Lanka’s leading inspirational and educational corporate trainers, Dhammika Kalapuge, presented for the second time his latest public program on Customer Experience, titled ‘Sinhalen Customer Service’, on 20 August 2026 at Cinnamon Grand Colombo. The program attracted nearly 300 participants representing 55 organisations.
Explaining the thinking behind the program, Kalapuge said: ‘I frequently conduct in-house programs on this subject in both English and Sinhala for corporate clients, while our public programs have traditionally been conducted in English for SMEs and individual participants. Recognising the growing demand for learning in Sinhala, we identified the need for a dedicated Sinhala public program.’
‘The program was therefore designed exclusively in Sinhala, using simple and practical language, visuals and rhyming expressions to communicate the fundamentals of creating a customer experience culture. I strongly believe that when behavioural change is the goal, the message must touch people’s hearts, and this is best achieved through one’s mother tongue.’
The program focused on the importance of responding to rising customer expectations and creating memorable experiences at every point of interaction-physical, digital and hybrid. Through practical case studies, storytelling, acronyms, mnemonics, analogies and real-life examples, participants were encouraged to reflect on actions they could apply immediately in their workplaces.
‘Building a strong service culture is vital in today’s competitive environment,’ Kalapuge said. ‘An excellent customer experience culture can be a distinctly sustainable differentiator, supported by employees who are inspired and passionate about delivering exceptional service.’
Participants described the program as educational, inspirational and highly practical. AJAX Engineers Ltd. Accountant D. V. D. Lankapura said: ‘This was one of the most valuable training programs I have participated in during my career. I gained a great deal of knowledge and benefited immensely from the program. I believe it was a worthwhile investment for both my personal development and the company, helping us achieve our goals through better teamwork.’
Professor Sri Kandiyah of the University of Southampton, UK, one of Dhammika’s senior mentors for the past 30 years, who attended the program, said: ‘Over the years, Dhammika has grown in stature and professionalism. This program was high-octane, impactful and rich in content. The large audience was captivated by his knowledge and extensive experience in customer service. It is a program not to be missed by anyone directly or indirectly dealing with customers.’
Dhammika Kalapuge is renowned for his Power to Change philosophy and has conducted nearly 3,500 programs across more than 800 organisations in Sri Lanka and overseas over the past three decades. His programs, primarily focused on service quality and excellence, consistently achieve a Net Promoter Score (NPS) above +90. All Dhammika’s programs are organised by SIPCOM-1 Ltd., a company dedicated to holistic people development. More details: www.dhammikakalapuge.com