Driving Performance for L&D Leaders

Full-Day Classroom Training Agenda (In-Person) – by Diana Au Yeung
Duration: 7 hours (including breaks)

REGISTER NOW

Diana Au Yeung

People Strategist

EMBA, University of Hull (UK), BBA Human Resource Management (CUHK), MCIPD (UK) MHKIHRM (HK)

Diana Au Yeung is a forward-thinking HR strategist with 20+ years of experience across Asia Pacific and Europe, specializing in leadership development, talent strategy, and organisational culture transformation. Currently working as a People and Leadership Consultant, Diana leads innovative, challenge-based action-learning programs that drive high-performance cultures and business success.

With passion and expertise in organization development, intrapreneurship, culture change, engagement, luxury service quality and sustainability, Diana empowers organisations to adapt and thrive in the future of work. Her extensive cross-cultural experience, including over a decade in China, enables her to guide global companies in leveraging diversity as a strategic advantage.

Diana has worked with top-tier clients in luxury hotels, fashion retail, banking, aviation, oil and gas, entertainment, and property development, including HSBC, Peninsula Hotels, ExxonMobil, Cathay Pacific, BMG Music, Chanel, Hugo Boss, Puyi Optical, Estee Lauder, etc. She holds an EMBA from the University of Hull, UK and multiple HR certifications (MCIPD, MHKIHRM, COA, DISC, MBTI).

Agenda

1. Fundamentals of Service Excellence

  • Key principles and business impact
  • Service excellence in luxury vs. other industries

Break

2. Evolving Customer Expectations

  • Shifts in customer behaviors
  • Digital vs. in-person service excellence
  • Activity: Mapping customer touchpoints

Lunch Break

3. Fostering a Service-Oriented Culture

  • Aligning service excellence with company goals
  • Cultivating a service-first mindset
  • Leadership’s role and best practices
  • Case Study: Luxury Hospitality

Break

4. Strengthening Customer Loyalty & Employer Branding

  • Strategies for training and motivating teams
  • Peer coaching: Giving and receiving feedback

5. Service Excellence in Practice: Real-World Applications

  • Addressing common challenges in service delivery
  • Personal commitment: Key takeaways
  • Q&A and reflections

Register today

LIMITED TIME OFFER

Day(s)

:

Hour(s)

:

Minute(s)

:

Second(s)

Virtual***

2 & 3 July 2025 (9am-12.00pm)

Early bird rate ends on 30th April 2025

USD 459 299

BUY NOW

*9% GST applies to Singapore based companies and individuals.
**Group discounts applicable.
***The mode of delivery for this virtual class is Zoom.

  1. All bookings are final.
  2. Should you be unable to attend, a substitute delegate is welcome at no extra charge.
  3. HRO Masterclass Series cannot provide any refunds for cancellations.
  4. HRO Masterclass Series reserves the rights to alter the programme without notice, including the substitution, amendment or cancellation of trainers and/or topics.
  5. HRO Masterclass Series is not responsible for any loss or damage as a result of a substitution, alteration, postponement or cancellation of the event.