WHO is THE COSTOMER?

 An individual or business that purchases the

goods or services produced by a business /
ඔබ විසින්
or service සපයන සේවය
ඉල්ලා සිටින හෝ
 the person (or the group of persons) who අවශ්‍යවන
need to satisfy his/ their needs පුද්ගලයා
පාරිභෝගිකයාය.
 The customer is the end goal of businesses,
(since it is the customer who pays for supply
and creates demand)

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 COB WEB MODEL related to CUSTOMERS

Internal External
Customer Customer

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What is
Customer Care?

“How you think about

your customers
influences how you
respond to them.”

“People don't care

how much you know
until they know how
much you care”
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Customer Care is not always observable
– It perhaps an ATTITUDE
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“Care” is perfect
P - Professional
E - Efficient
R - Reliable
F - Friendly
E - Expert
C - Caring
T - Trustworthy

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 Customer Care is imbedded to your service.

 Thesatisfied customer is a strength to your

performance and to your organization.

 Qualitycustomer care reserves a space for

evaluations.

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 Better customer care is

achieved through

well-planned public relations.

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What aspects to consider ?

Want?
Need?
Think?
Feel?
Is satisfied?
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What IS PUBLIC RELATIONS ?

The Planned and the

sustained effort to
established and
maintained goodwill and
mutual understanding
between an organization
and its publics

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Why Gov. needs PR?
 Create better understanding between
institute and public
 Create a public image
 Develop accountability
 Improve public opinion
 Increase transparency
 Optimizing taxpayers money for
effective communication
 To improve, develop public policies
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Maintain Public Trust?

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 It is a Challenge ?

 Rigidity

 Inefficiency

 Inferior quality

 Unpredictability

 Inequities in distribution

 Weak coordination of services

 Bribery and corruption

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Elements that make
customer care effective

1. Availability of Goods and Services

2. Nature of the interaction
3. Post interactions
4. Place/Time
5. Interaction culture

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Organizational Cultures
1. The Freezer
2. The Factory
3. The Friendly zoo
4. Q.C.S.-quality Customer Service

1 2

Procedural
Procedural

Personal Personal
3 4
Procedural
Procedural

Personal Personal
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Qualities of Service

Ubiquity

Concessive

Speed

Ingredients + The right people = Customer care success

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 Why Customer makes complaints ?

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Different Types of Customers

 Customer is tired and hopeless

 Confused
 Egoistic
 Ignored
 Not communicated
 Psychically and mentally not stable
 Language barriers
 Bad experiences
 Urgency
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