Customer Satisfaction through improving Service Assurance Service Fulfillments

Customer Satisfaction through improving Service Assurance & Service Fulfillments Presentation by: H. U Attanayake

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

SERVICE FULLFILLMENT SERVICE ASSUARANC E 3

Improve Customer Satisfaction through HR Management 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 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

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

Customers Evaluate Service Quality on Five Points • • • Reliability Assurance Tangibles Empathy Responsiveness

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

THANK YOU…… Presented by: Himantha Attanayake