Our company embarked on setting the objective to aggressively meet the customer delivery dates in last year. Over the year, I become more and more convinced that the M.A.T.C.H (Measurement, Analysis, Tactics, Continuity and Human Factors) Productivity Framework is effective.

“The Service Excellence training impressed me a lot. I used to be low self-esteem and had trouble talking to customers. But after the training, I gained confidence in being at the frontline. Listening to the trainer and watching the video helped me see new ways of handling situations and what approaches to take. In the past I would ask my colleagues about how to handle a problem, but after the training, I made my own decision to solve a customer’s problem. I saw the reaction of the customer. He was very happy with the way I handled it. Now I put myself in the patron’s shoes. I can help solve the problem.”

“I noticed that staff no longer see themselves from an individual department but embrace the fact that they all represent York Hotel. Communication has also improved across departments. The most observable traits are the mutual respect and pleasantness that staff demonstrate to one another daily at hotel grounds, and especially when they have to deal with guest matters that require inter-department collaboration. Another distinctive outcome from the workshop is also the increased confidence in the staff. When dealing with guests, they are now better listeners, more patient when analysing issues with patience and able to carry out tasks with more conviction and less hesitation.”

“Capelle’s support rendered to PPL was invaluable. They took time to understand our vision and contextualized the program to suit our organizational needs, which led to the success of this program. Training used to be a hard sell to our divisional heads. But with the success of this program (Professional Diploma in Leadership and People Management (LPM)), we now have employees knocking on the doors of Human Resources (HR) and asking how they can be a part of this program. Heads of Department (HODs) and team members are taking training more seriously now. This is certainly a huge boost to our company’s training reputation.”