Presentation by: H.U Attanayake

Customer Satisfaction is a measure of how products & services supplied by a company meet or surpass customer expectation.

3 SERVICE FULLFILLMENT SERVICE ASSUARANCE

Improve Customer Satisfaction through HR Management BEING ACCOUNTABLE  Answering to the Legislative Council  Keeping the Community Informed  Providing Access to Information LIVINGWITHIN OUR MEANS  Applying Fiscal Guidelines  Assessing Community Needs  Planning  Resource Allocation  Reviewing Performance MANAGING FOR PERFORMANCE  Refining Performance Measures  Managing by Programme  Improving Efficiency  Managing Public Finances  Managing Support Services  Developing Departmental Plans  Reviewing Progress DEVELOPING OUR CULTURE OF SERVICE  Making Performance Pledges  Using Feedback to Improve Services  Securing Staff Commitment

Customer Satisfaction = Profits Knowing what drives customer loyalty is important to company’s financial health Repeat customers and new customers from referrals  continuous revenue streams Disloyal customers are expensive to replace Attracting NEW customer is 4 x cost of retaining existing customer 5% increase in customer retention  75% in aggregate lifetime profits from that customer

Customers Evaluate Service Quality on Five Points ReliabilityReliability AssuranceAssurance TangiblesTangibles EmpathyEmpathy ResponsivenessResponsiveness

Rewards for Excellent Customer Service Increased customer loyalty Positive word-of-mouth Promotion Happier customers More productive and happier employees Smoother working operations Increased intangible competitive advantage

Presented by: Himantha Attanayake