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Turning Customer Service Upside Down

Call 071 303 2422  / mail for registrations


Many organizations spend millions of Rupees on advertising, branding, recruitment and so many other things to attract customers and retain them. Although most companies do invest in good customer service methodologies, often the key to Customer Delight lies in sticking to the basics. One of the most commonly heard statistics in customer service is that a typical dissatisfied customer will tell eight to 10 people about his or her experience. One in five will tell 20 or more. Can you afford to ignore this fact.


This is a highly interactive and practical session on how young corporate executives, customer care personnel, secretaries and even receptionists should service their customers

  1. What is Customer Service?
  2. Customer Satisfaction vs Customer Delight
  3. Case Studies
  4. Creating a Positive First Impression Among Customers (Body Language/ Dress/ Manners)
  5. Handling Difficult Customers
  6. Telephone and Email Dos and Don’ts


Target Audience

Young corporate executives, Marketing Executives, Customer Care Personnel, Bank Counter Staff, Secretaries, Receptionists and School Leavers looking for jobs in the corporate world.


Our Kandy Programme Feedback 

1. Got a chance to learn about customer care in a different manner. The facilitator conducted the sessions in an interesting manner. Group activities help the participants to keep alive and activity. –D. Kendazoch, Asst. Manager, Hatton National Bank.

2. The facilitator trying to identify each other separately and moving around freely with the participants is very good and admiring. – P.V. Ratnayake, Hatton National Bank, Matale

3. The facilitator was able to keep the participants awake after lunch by conducting a quiz programme. Well organized with gifts and certificates to motivate participants. – Ms. Malini Jayasinghe, Hatton National Bank

4. Well done. Very satisfied about the facilitator and knowledge is high. – H.M.K.P. Herath , Merchant Bank of Sri Lanka, PLC

5. Very important to improve our career. Facilitator is a attractive presenter, easy ti understand and exciting – Well done. – Ms. Chandani Guynathilaka, Merchant Bank of Sri Lanka PLC

6. It is important to improve the knowledge about handling customers. Facilitator is very friendly. –W.M.T. Sampath Wijekoon, Merchant Bank of Sri Lanka PLC

7. Well presented, overall good and kept us interested. – Theekshana Warakaulle, Diesel and Motor Engineering PLC

8. Good presentation and explanation was very good. – A. Kogilawardhani, DIMO

9. Very good. Normally we tend to sleep during some sessions. But never felt it this time. –Dhanushka Rajapaksha, Hatton National Bank PLC

10. He tried maximum to give the knowledge. – S.C. Jayasinghe, Merchant Bank of Sri Lanka PLC


To ensure that all participants understand the finer points of customer service and how they could create a positive impression among customers thereby increasing company profitability as well as enhancing their career growth potential.


Resource Person – Mr.Shehan Kumar

Shehan Kumar is a winner of ‘The Outstanding Young Persons of Sri Lanka’ (TOYP) award in 2006 for Voluntary and Humanitarian Service and is currently employed at 99X Technology, one of Sri Lanka’s top software development companies, as the Public Relations and Communications Specialist. Prior to joining Eurocenter, Shehan served as the Brand Manager E-Commerce at Seylan Bank as well as the Manager Client Servicing at Eureka Technology Partners.

Shehan counts more than 10 years of experience in Brand Management, Sales, Advertising, Project and Operational Management liaising with local and overseas teams especially on web and ecommerce projects. He is also a much sought after copywriter for websites by many local clients as well as clients based in countries such as the UK, Maldives, Oman, Turkey and Kazakhstan. Shehan is an Associate Member of the Chartered Institute of Marketing (UK) and is also a Member of the Sri Lanka Institute of Marketing. Shehan has conducted many internal training programmes as well as public training programmes over the years covering many areas and has been highly rated by the participants at all his training sessions due to his different style of training.

Shehan was very actively involved with the Lions and Leo movement for many years where he held the positions of Multiple District President of Sri Lanka, District President of Leo District 306 A as well as the International Liaison Officer for Asia. As a Leo, Shehan revolutionalised Leoism in Sri Lanka and introduced many ‘firsts’. In fact many of the processes and procedures used by currently by the Leos were introduced by him. Shehan was awarded the Leo of the Year Award by the International Association of Lions Clubs in recognition for his outstanding leadership and humanitarian service while he has also been recognized as the Leo of Sri Lanka and The Most Outstanding Leo Executive. Shehan has also served as the Director – Community Services in the Lions Club of Colombo (Host).


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Epitom Consulting (Pvt) Ltd,
166/16-1, Kirulapona Avenue,
Colombo-05, Sri Lanka.
+94 71 303 2422