The Art of Service
Mindset, Passion & Excellence
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
- Fundamentals of Service Excellence
- Key principles and business impact
- Service excellence in luxury vs. other industries
- Evolving Customer Expectations
- Shifts in customer behaviours
- Digital vs. in-person service excellence
- Activity: Mapping customer touchpoints
- Fostering a Service-Oriented Culture
- Aligning service excellence with company goals
- Cultivating a service-first mindset
- Leadership’s role and best practices
- Strengthening Customer Loyalty & Employer Branding
- Strategies for training and motivating teams
- Peer coaching: Giving and receiving feedback
- 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).