Discover Companies like Yours Who Have Been Enriched With Capelle

“Looking back, getting to where we are today was not easy. Every change in the process and system was met with resistance and it took us time and effort to educate people and gather the buy-in. However, in the process, we got to see the resilience and adaptability of our people. This helped us identify team members who understood the need to raise standards, were willing to put in the hard work and had the capability to develop and cascade the service culture. Yes, there was sweat, blood and some tears, but the pride and bonding we gained through the building the organization together was immeasurable. Thank you Capelle, for coming alongside us, so glad to have found a partner in you!”

“As a kitchen manager, I stress the importance of consistency in portion, preparation and presentation. If our outlets produce different levels of food quality because chefs are trained differently, expansion would not be possible. When customers walk into any Sushi Tei outlet, who would expect is consistency and reliability, and an OJT system makes that possible. Now, training is no longer subject to a trainer’s style, memory power, availability, etc., even a junior member of the team can help to train a new staff!”

“In the past, we experienced some level of inconsistency with food preparation and service standards. This resulted in confusion and frustration for both our customers and staff who were sent to help out in other outlets. However, things are not the same now. With OJT blueprints, we are structured and consistent in our training. We set up every outlet with the same rigor; the leading team sets the standard and pace (according to the blueprint) for the rest to follow. Now, not only are we proud that we have established a service culture, the increase in compliments and reduction in complaints are also a treatment to the success of the project.”

“The Service Excellence course is good because in the role plays, it gave us hands-on practise to solve the customer’s problems. It teaches people a lot about service skills, about what to say, how to answer the patron positively rather than negatively. I told one of my service staff the compliment given to her and encouraged her to keep up the good work.”

“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.”

“Being “more forgiving” is one of the most direct outcomes for me in attending these workshops. I learned to be more empathetic to hear and learn about my client’s anxieties and circumstances first before judging – “We don’t know their stories. We need to put ourselves in their shoes…we also have to be mindful or our tone.” It is also important to approach my colleagues appropriately so as to avoid triggers that might cloud the issues at hand. I now choose to go for win-win outcomes as a priority and I am mindful of good practices in my interaction with others. I now have a mantra, which I gleaned from the workshops to guide me – “wiping off the coffee stain” – when one has drunk his coffee at a common area, he should be mindful enough to clean off the mug stain so as not to inconvenient the next person using the area. This illustrates the need to be other-centered and demonstrate ownership.”

“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.”

“In my 7 years with this organization, I saw how the shipyard business has evolved in terms of our ways of working and communicating internally and with our customers. Gone were the days of top-down communications. In today’s context, possessing effective 2-way communication skills is a must. I manage a very diverse group of people in terms of age and experience. So, having an open and clear communication approach is essential in building a successful and productive team. This course (Professional Diploma in Leadership and People Management (LPM)) has definitely prepared me to take on a larger role. I have learned how to listen more and to make better business decisions by taking a holistic view from the company’s perspective and at the same time putting myself in the shoes of the people involved.”

“The workshops have honed my managerial skills. To lead my team to deliver quality service, I am now more conscious of being sensitive to my staff, and being inclusive by sharing management issues and constraints openly with them.

I have also learned to be more understanding and intentional in applying “different strokes for different folks” to achieve win-win outcomes. I learned to be more empathetic towards challenges faced by my colleagues and is more confident now in handling our working relationships.”

Club HEAL had the opportunity to work with Capelle Consulting in 2019 and 2020 on the National Council of Social Services’ Peer Roles Integration project.

The aim is to integrate peers in the organization (peers are people who have recovered from mental health issues and volunteer or are employed to assist others in their recovery).

Capelle developed a series of forms and guides for peers and their supervisors and facilitated a review of our vision and mission with the board, management, and staff.

We are satisfied with the work delivered by Capelle Consulting and have benefited from their expertise and experience as well as knowledge of the social sector.

As part of integrating Peer Support Specialist in our workforce, MindCare, under AMKFSC Community Services, worked with Capelle Consulting during the period of March 2018 to November 2019.

Through the consultancy period, Sharon Teo, our consultant, made effort to understand our needs and guided us to accomplish our action plans. She helped us develop better clarity around objectives and issues and provided clear guidance in ensuring that plans were well thought through, developed, and sustainable. Though she remained on task and was always prompt to follow up with us, she also worked patiently at our pace and was flexible to change action plans along the way. She was always willing to offer help beyond her job scope and demonstrated authenticity and sincerity in her interactions. These qualities made it easy for us to develop a trusting working relationship.

The consultancy that Capelle Consultancy provided has made a lasting impact on our programs and started conversations of change in our service. Through their care and professionalism, I would recommend Capelle Consultancy to continue working with social service agencies.

“When I first started my coaching session with Dr. Lee Tsao Yuan, I was adjusting to my CFO role, while the organization was also embarking on a business and leadership transformation process. The Coaching sessions allowed me the opportunity to seek independent views and feedback on some professional challenges.

Dr. Lee, being a good listener coupled with her vast experience managing Senior Management and Board level relationships, has also provided me with valuable handles and helped develop better solutions for me moving forward.”