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Customer Satisfaction through improving Service Assurance & Service Fulfillments
Presentation by:H.U Attanayake
Customer Satisfaction
Customer Satisfaction is a measure of how products & services supplied by a company meet or surpass customer expectation.
3
SERVICEFULLFILLMENT
SERVICEASSUARANCE
ASSUARANC E
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 OFSERVICE· 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
• 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