We’ve all been there.

You walk into a store or an office. The product is fine, the place looks decent, but something feels off. The greeting is cold, the staff seem unbothered, and you walk out thinking, “Eh, maybe next time.”

Now flip that.

You’re welcomed with warmth, spoken to like a real human, and guided with clarity. Maybe you even smile on your way out. That’s the magic of Service Excellence — and it’s a huge part of your company’s branding (yes, even if you don’t sell to consumers).

Communication is the Experience

At Dako, we like to say that every interaction is a branding moment — whether it’s a driver delivering packages, a receptionist answering the phone, or your team handling a complaint.

People don’t just remember what you did.
They remember how you made them feel.

That’s why great communication skills — like active listening, empathy, clarity, and tone of voice — matter just as much as technical knowledge. Service isn’t just about solving problems; it’s about building trust, moment by moment.

A Real Story: Service Excellence Training at PT Otsuka Indonesia

One of our proudest moments was leading a Service Excellence training for PT Otsuka Indonesia, specifically designed for their drivers and security team.

Why them? These roles are often the first touchpoint in a customer or visitor’s experience. They carry the company’s presence — before the product, before the brand story, before anything else.

So, what did we focus on in the training?

• Professional and Polite Communication – including verbal and non-verbal language, clear greetings, and tone of voice.
• Empathy in Action – how to respond to guests or clients with calmness, care, and understanding.
• Personal Grooming & Attitude – how appearance and body language reflect company values.
• Handling Situations – roleplaying real-life service scenarios: welcoming guests, addressing complaints, navigating difficult situations.
• Brand Awareness – helping every team member feel proud that they are part of the brand experience.

And here’s the best part: they loved it.
The feedback was heartwarming — many said they’d never realized their role had such an impact on the company’s image.

Want This for Your Team Too?

If you’re thinking,
“Wow, my team needs this energy,” —
We’re ready to help.At Dako Brand & Communication, we believe branding isn’t just about visuals — it’s also about the people who live it every day. That’s why we design human-centered trainings that combine communication, service, and emotional intelligence.

Want a custom Service Excellence workshop for your company or institution?
Reach out to us, and let’s turn your frontliners into brand ambassadors who serve with pride and purpose.