Progressive management

The Art of Service

Mindset, Passion & Excellence

28 May & 4 Jun 2026, Virtual, 9am-12pm (GMT+8)

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Overview

The Art of Service: Mindset, Passion & Excellence is designed to build a strong service culture by aligning mindset, behaviours, and business goals.
This program focuses on understanding evolving customer expectations, strengthening service leadership, and translating service excellence principles into practical actions that enhance customer loyalty and organizational reputation.

What You’ll Learn

  1. Fundamentals of Service Excellence
    • Key principles and business impact
    • Service excellence in luxury vs. other industries
  2. Evolving Customer Expectations
    • Shifts in customer behaviours
    • Digital vs. in-person service excellence
    • Activity: Mapping customer touchpoints
  3. Fostering a Service-Oriented Culture
    • Aligning service excellence with company goals
    • Cultivating a service-first mindset
    • Leadership’s role and best practices
  1. Strengthening Customer Loyalty & Employer Branding
    • Strategies for training and motivating teams
    • Peer coaching: Giving and receiving feedback
  2. Service Excellence in Practice: Real-World Applications
    • Addressing common challenges in service delivery

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).

Register today

LIMITED TIME OFFER

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Virtual

28 May & 4 Jun 2026, Virtual, 9am-12pm (GMT+8)

Early bird rate ends on 1 March 2026

USD 359 259

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*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.