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How to build a culture of service excellence: Ron Kaufman to lead event in Colombo

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LUX resorts Maldives

In light of Sri Lanka’s emergence from its worst-ever economic crisis, organizations must prioritize customer service excellence as they navigate evolving business landscapes, changing customer needs, and heightened competition. Effective, authentic customer service remains the cornerstone of any successful organization, news release connected with an upcoming event said.

Well-known Global Customer Experience Guru Ron Kaufman will lead an event in Colombo, Sri Lanka, on June 6 at Waters Edge, Battaramulla, focusing on uplifting customer service and elevating organizational excellence amidst challenging contexts.

Kaufman is known for his holistic approach to service design, execution and transformation to create a customer service culture that supports employees, delights customers and drives organizational performance.

A case study demonstrating the transformative power of excellence in customer service is the experience of Air Mauritius. Collaborating with Kaufman and his team in June 2012, the airline successfully overhauled its service culture. This effort resulted in a remarkable turnaround: the organization reversed a $30 million loss, achieved profitability, reduced employee attrition to less than 5%, and significantly improved the compliments-to-complaints ratio from 2:1 to 12:1, the release said.

“Another compelling example is the case of LUX resorts in Mauritius and Maldives, which faced the challenge of maintaining stability during a profound financial crisis in 2010. Despite lacking substantial capital for significant investments due to the fragile external environment, the leadership focused on what they could control.

Ron Kaufman

“Collaborating with Kaufman and team, the organization concentrated on cultivating an exceptional team capable of delivering a world-class guest experience. Through this strategic approach, LUX successfully transformed a mid-tier group of struggling properties into highly acclaimed luxury resorts, achieving remarkable improvements in room rates, occupancy, and profitability by prioritizing excellence in customer service.”

A unique aspect of the event, the release said, is that it is attuned to Sri Lanka’s current contexts and challenges, offering valuable insights for organizations aiming to revamp their services for diverse client bases. Additionally, the event is tailored to accommodate entrepreneurs and professionals across all levels, ranging from c-suite executives to managers to customer service representatives.

“Furthermore, the insights gained from this session will prove invaluable to leaders, teams, and organizations in leisure & travel, airlines, logistics, IT/Software BPO services, banks & financial services, insurance, telecom, retail business, hospitals, education, real estate, various professional services, exporters and investor services,” it said.

Ron Kaufman is one of the world’s most sought-after educators, consultants, thought-leaders and customer service speakers on the topic of achieving superior service. For over three decades, he has assisted companies on every continent build an organizational culture of service excellence which has translated into tangible business results. Ron Kaufman’s client portfolio over the years includes Microsoft, Coca-Cola, Singapore Airlines, HP, Nokia Networks, Marina Bay Sands, and many more.

Ron Kaufman’s event in Sri Lanka is organized by BNI Sri Lanka, the local arm of BNI (Business Network International), the world’s largest referral networking organization. With nearly four decades in operation, BNI has amassed over 324,000 members worldwide across 11,100 chapters in 77 countries. In the last 12 months, BNI members have generated US$22.1 billion worth of business.

In Sri Lanka alone, the BNI network comprises 15 chapters across the country, with over 500 members and growing. Recently, BNI Sri Lanka has locally passed over 28,683 referrals, generating over LKR 4.1 billion in successful new business for its members. BNI is changing the way the world does business.

Ron Kaufman’s event, “Uplifting Customer Experience: No Matter What Happens in the Economy, the Industry, or the World,” will be held on June 6, 2024 at Waters Edge, Battaramulla.

Registration Fee is LKR 25,000. Concessionary rates are offered to members of numerous professional bodies, trade chambers, and business associations to reach a wider spectrum of stakeholders.

For inquiries, please contact Heshani on 0706677281 or Pravinth on 0763156502. Please visit www.buildingaglobalsrilanka.com for more details



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Sri Lanka educates women but keeps many out of work, ADB warns

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Shannon Cowlin - ADB Country Director for Sri Lanka

Sri Lanka has one of the most educated female populations in South Asia, yet only about one in three women participates in the labour force, making female workforce participation among the lowest in the region and leaving a significant source of economic growth untapped.

That paradox took centre stage at a knowledge forum organised by the Asian Development Bank (ADB) in Colombo on June 3, where government officials, labour authorities, academics and private-sector leaders examined the deep-rooted barriers preventing women from fully participating in the economy and explored reforms needed to unlock their economic potential.

Opening the event, ADB Country Director for Sri Lanka Shannon Cowlin said the issue extends beyond gender equality and has become a critical economic challenge for a country seeking sustained growth and inclusive development.

“Empowering women to participate fully in the labour force is not only a matter of equality; it is essential for inclusive economic growth and poverty reduction in Sri Lanka,” she said.

The forum, held under ADB’s Serendipity Knowledge Programme (SKOP), focused on findings from a recent ADB-supported study exploring the factors behind Sri Lanka’s persistently low female labour force participation.

Cowlin noted that despite notable progress in education and human development, Sri Lanka continues to lag behind on measures of gender equality and women’s economic participation. She said multiple studies have shown that the factors shaping women’s labour force participation are layered, interconnected and multidimensional.

According to the study, many women remain concentrated in informal, low-paid and insecure employment with limited access to social protection and few opportunities for career advancement. Social and cultural expectations continue to place primary caregiving responsibilities on women, often restricting their ability to pursue careers or remain in full-time employment.

The lack of affordable childcare services, unequal access to digital skills and technology, concerns over workplace safety, sexual harassment and inadequate transport options were identified as major obstacles preventing women from entering or remaining in the workforce.

“These are complex challenges that require action from all stakeholders – government, development partners, the private sector, civil society and academia,” Cowlin said.

She stressed that improving women’s labour force participation would require more than isolated policy interventions, calling instead for structural transformation, stronger infrastructure and care services, progressive workplace practices and broader societal changes that improve women’s mobility, safety and economic agency.

The event featured a presentation by Professor Dileni Gunawardena of the University of Peradeniya, who shared findings from ADB’s study on female labour force participation, followed by a panel discussion involving representatives from the International Labour Organisation, the Department of Labour, MAS Holdings and John Keells Holdings.

Panelists discussed measures to improve the enabling environment for women, including greater investment in the care economy, expanded childcare facilities, enhanced skills development, creating safe, supportive workplaces and career pathways for upward mobility.

Participants agreed that increasing women’s participation in the workforce is not merely ‘a nice to have’ but an economic necessity, particularly as Sri Lanka seeks to accelerate recovery, boost productivity and achieve more inclusive growth.

The ADB said Sri Lanka’s economic recovery presents a unique opportunity to address long-standing structural barriers facing women and to build a more inclusive labour market that fully utilises the country’s human capital.

By Sanath Nanayakkare

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ComBank offers exclusive financial solutions to the ‘Guardians of the Skies’

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Hasrath Munasinghe, Chief Operating Officer of Commercial Bank and Air Vice Marshal Rajinth Jayawardena, Director General Welfare of the SLAF exchange the agreement in the presence of representatives of the two organisations.

Reinforcing its commitment to those who serve the nation, the Commercial Bank of Ceylon has entered into a Memorandum of Understanding with the Sri Lanka Air Force (SLAF) to introduce a comprehensive suite of concessionary financial facilities for its officers and other ranks.

The partnership, unveiled in a year that marks the 75th anniversary of the Air Force, which was founded in March 1951 as the Royal Ceylon Air Force, reflects a shared recognition of the critical role played by the SLAF as the steadfast ‘Guardians of the skies,’ entrusted with safeguarding the country’s security and sovereignty.

Under the terms of the agreement, Commercial Bank will extend a range of specially tailored financial products to SLAF personnel, including personal loans, leasing facilities, housing loans and credit cards. These facilities will be offered at concessionary interest rates, alongside concessions on documentation charges, enabling Air Force personnel to access financial support on more favourable terms.

The Bank said the initiative is part of its continuing efforts to deliver best-in-class lending solutions that are both accessible and responsive to the diverse needs of its customers. By offering attractive and affordable repayment structures, the scheme is designed to empower SLAF officers and other ranks to meet their personal financial requirements with greater ease and flexibility.

A key feature of the programme is the ability for beneficiaries to align repayments with their income patterns, ensuring that the facilities remain practical and sustainable over the long term. This flexibility, combined with preferential pricing, is expected to make a meaningful difference to the financial wellbeing of Air Force personnel and their families.

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Treasury Bill rate hike compounds stock market volatility

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The CSE was extremely volatile yesterday mainly due to external and internal negative factors.

‘The escalation of the war situation in West Asia and the proposed tariff hike on Sri Lanka’s exports to the US by the Trump administration are worsening Sri Lanka’s economic woes. Further, the government’s decision to increase the Treasury Bill rate has also created some uncertainty in the market, stock analysts said.

The All Share Price Index was up by 249.83 points, while the S and P SL20 rose by 67.61 points. Turnover stood at Rs 2.79 billion with 11 crossings.

Companies that mainly contributed to the turnover by way of crossings were: Chevron Lubricants 1.5 million shares crossed to the tune of Rs 294 million and its shares traded at Rs 196, TJ Lanka 2.9 million shares crossed for Rs 90.8 million; its shares traded at Rs 31, Citizens Development Business Finance 2.5 million shares crossed to the tune of Rs 80.2 million; its shares traded at Rs 32.50.

ACL Cables 634,248 shares crossed for Rs 60.9 million; its shares traded at Rs 96, CCS 438,000 shares crossed to the tune of Rs 57.4 million; its shares traded at Rs 131, Overseas Realties 991,500 shares crossed for Rs 49.6 million; its shares traded at Rs 50 and Access Engineering 653,000 shares crossed to the tune of Rs 49.3 million; its shares sold at Rs 75.50.

In the retail market companies that mainly contributed to the turnover were; Dialog Rs 133 million (3.2 million shares traded), Seylan Bank (Non-Voting) Rs 110 million (1.7 million shares traded), Colombo Dockyard Rs 96.8 million (751,548 shares traded), Ceylinco Holdings (Non-Voting) Rs 77.5 million (516,000 shares traded), Sampath Bank Rs 74.2 million (530,000 shares traded), JKH Rs 74 million (3.7 million shares traded) and LMF Rs 65 million (781,000 shares traded). During the day 123 million share volumes changed hands in 26272 transactions.

It is said that the manufacturing sector, especially Chevron Lubricants and several other firms performed well, while the banking and financial sector performed too.

Yesterday the rupee was quoted flat at Rs 334.50/335.50 to the US dollar in the spot market on, unchanged from the previous day’s close, dealers said, while bond yields were broadly steady.

The telegraphic transfer rate for Sri Lanka’s rupee against the US dollar was Rs 330.50 buying, Rs 339.50 selling; euro was Rs 381.1884 selling, Rs 395.1054 buying; and the pound Rs 442.6620 buying Rs 456.7076 selling.

A bond maturing on 01.08.2030 was quoted at 12.12/20 percent, down from 12.15.25 percent.

A bond maturing on 15.06.2034 was quoted at 13.12/20 percent, down from 13.15/25 percent.

A bond maturing on 15.03.2035 was quoted flat at 13.15/25 percent.

By Hiran H Senewiratne

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