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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 9

Yv`ao`yde Okaoeyxs kl _ev|`oe Gbvjex`an

bhkyxeh bx

Okggevo`bd Fbaj kl Oepdka

Fp

E|ba Ybxm`vbxae

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 2

XBFDE KL OKAXEAX_

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7/23/2019 Commercial Bank of Ceylon, Service Marketing Concepts

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka ?

OMBYXEV 2@AXVKHUOX@KA XK OKGGEVO@BD FBAJ KL OEPDKA

Okggevo`bd Fbaj kl Oepdka -meveblxev velevveh bs Okg Fbaj) `s akxeh bs kae kl xme fesx fbajs `a_v` Dbajb$ bookvh`an xk `xs baaubd veykvx yufd`smeh `a 6922 fedk~ yvk|`hes b sabysmkx kl `xs gksx veoeax

suooess!

Yevlkvgbaoe Bom`e|egeaxs

Fus`aess |kduges nve~3 AexDkbas bah Bh|baoes fp

6>!?5% !

@aovebsehHeyks`x fbse fp66!50% bah Xkxbd Bssexs fp

20!69%!

Nvkss bah Aex AYD Vbx`ks`gyvk|ehxk ?!8?% bah 6!9=%

lvkg 8!66% bah 6!>=% `a

6929!

Yksx'Xb} yvkl`x `aovebsehfp85!>2% vebom`an Vs! =!9 Fa!

Gbvj!

2! Kadp _v` Dbajba Fbaj xk fe vbajeh bgkan xme xky 2999Fbajs `a xme ~kvdh lkv xme seokah x`ge ' fp Xme Fbajev

6! Mkakveh ~`xm 5 xky bookdbhes bs xme Fesx `a _v` Dbajb?! Okax`aueh xk gb`axb`a `xs suyvege yks`x`ka bs xme eax`xp

~`xm xme dbvnesx gbvjex oby`xbd`bx`ka bgkan bdd d`sxeh

fbajs bah l`abao`bd `asx`xux`kas `a xme okuaxvp

8! Xme Fbajs Fbandbhesm Kyevbx`kas Oveh`x Vbx`anuynvbheh xk BBB lvkg BB* fp xme Oveh`x Vbx`an

@alkvgbx`ka _ev|`oes Dxh

5! Dbuaomeh @sdbg`o Fbaj`an Ua`x bah Ed`xe Fvbaom lkvm`nm'aex ~kvxm ousxkgevs

fbaj`an: bakxmev xk B}`s Fbaj Dxh! kl @ah`b: bah b xm`vh$ yvk|`s`kabd d`oease xk b yv`|bxe seoxkv nvkuy!

_e|evbd fbaj`an kuxdexs mb|e kyeaeh `a xme Akvxmeva bah Ebsxeva Yvk|`aoes s`aoe xme okaodus`ka kl xme

~bv `a 6990! Bs b vesudx$ gkve yekyde `a xmkse bvebs ak~ eaxev lkvgbd fbaj`an sxvebgs bah eackp

`gyvk|eh booess xk l`abao`bd sev|`oes! Fbaj`an kuxdexs okax`aue xk fe dbvnedp okaoeaxvbxeh `a xme

^esxeva Yvk|`aoe$ bdxmkunm xme bvebs hkg`abaoe `s nvbhubddp veoeh`an!

7/23/2019 Commercial Bank of Ceylon, Service Marketing Concepts

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 8

2!6 OKG FBAJ FVBAH_

L`nuve 2! Okg Fbaj Fvbah Ykvxlkd`k bs bx 6926

2!? OKG FBAJ YVKHUOX_ BAH _EV\@OE_

Xme fbaj mbs ? gb`a fus`aess kyevbx`kas Yevskabd Fbaj`an$ Okvykvbxe Fbaj`an bah @axevabx`kabd

Kyevbx`kas! Ebom kl xme kllevehyvkhuoxs bah sev|`oes lkv xme kyevbx`kas bve d`sxeh fedk~!

Yevskabd Fbaj`an Fus`aess Ua`x

Ouvveax bookuaxs$ _b|`ans -ybssfkkj bah sxbxegeax) bah l`}eh heyks`x bookuaxs$ Oveh`x obvhs$ _mkyy`an

hef`x obvhs$ G`akvs bookuaxs$ Xeea _b|ev bookuaxs$ M`nm'`axevesx sb|`ans bookuaxs$ Oevx`l`obxes kl

heyks`x$ X`eveh sb|`ans bookuaxs$ Ybpgbsxev$ Mkus`an dkbas3 l`}eh bah ldkbx`an vbxes$ yv`|`dene$ lkve`na

ouvveaop$ Yevskabd dkbas3 l`}eh bah ldkbx`an vbxes bah xky'uy lbo`d`xp$ Yb~a`an bah lboxkv`an! Debs`an$

He|edkygeax dkbas$ Bnv`oudxuvbd bah g`ovkl`abaoe$ _ea`kv o`x`eas heyks`x bookuaxs$ Lkve`na ouvveaop

heyks`x bookuaxs$ Ux`d`xp f`dd ybpgeax |`b BXG$ `axevaex kv gkf`de ymkae$ Gkf`de ymkae vedkbh $ _G_

fbaj`an$ Fbaobssuvbaoe$ Gkf`de ymkae fbaj`an$ Yv`kv`xp fbaj`an

Okvykvbxe Fbaj`an Fus`aess Ua`x

Dexxevs kl oveh`x$ _m`yy`an bah kxmev nubvbaxees$ @gykvx bah e}ykvx l`abaoe$ _xvuoxuveh xvbhe l`abaoe

sev|`oes$ ^kvj`an oby`xbd l`abao`an$ Yvkceox l`abao`an$ _pah`obxeh dkbas$ _xvuoxuv`an kl okvykvbxe hefx

`asxvugeaxs$ Okgybap |bdubx`ka bah vesxvuoxuv`an$ Kll'smkve fbaj`an lbo`d`x`es$ Ybpgeax skdux`kas lkv

okvykvbxe od`eaxs$ _^@LX lbo`d`x`es$ @axevaex fbaj`an$ @sdbg`o fbaj`an$ @a|esxgeax bh|`oe bah e|bdubx`ka$

Gbvn`a xvbh`an lbo`d`x`es$ Esovk~ bookuaxs lkv sklx~bve$ Fudd`ka Xvbh`an$ Ouvveax bookuaxs$ _b|`ans bah

l`}eh heyks`x bookuaxs!

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 5

@axevabx`kabd Kyevbx`kas Fus`aess Ua`x

Fbanbdbhesm 'Fkaus sb|`ans bookuaxs$ Hvebg Ydbaaev sb|`ans bookuaxs$ HkxOkg xeea sb|ev

bookuaxs$ _mbgv`hhm` x`eveh sb|`ans bookuaxs$ Hkddbvgbvx LO bookuax$ Yevskabd$ xevg$ _GE$

mkus`an bah buxk dkbas$ Debse l`abao`an$ @gykvx hegbah dkbas$ Yboj`an oveh`x dkbas$ Xvusx

veoe`yx dkba $Okvykvbxe yv`|`dene dkbas$ Yvkhv`hhm` dkbas

Gbdh`|es 'OkgFbaj eE}ombane3 ~ef'fbseh gkaep xvbaslev lbo`d`xp

2!? KYEVBX@KABD _XVBXEN@E_ LKV FEXXEV OU_XKGEV _BX@_LBOX@KA

L`nuve 6! Okg Fbaj Kyevbx`kabd _xvbxen`es lvkg Fus`aess Ua`x Yevsyeox`|e

Okg Fbaj \`s`ka `s xk fe xme gksx xeomakdkn`obddp bh|baoeh$ `aak|bx`|e bah ousxkgev lv`eahdp l`abao`bd

sev|`oes kvnba`bx`ka `a _v` Dbajb$ yk`seh lkv luvxmev e}ybas`ka `a _kuxm Bs`b! Xk bom`e|e xmep mb|e

lkvgeh b g`ss`ka sxbxegeax xmbx nkes bs xk yvk|`he ved`bfde$ `aak|bx`|e$ ousxkgev lv`eahdp l`abao`bd

sev|`oes$ ux`d``an ouxx`an ehne xeomakdknp bah lkous`an okax`aukusdp ka yvkhuox`|`xp `gyvk|egeax

~m`dsx he|edky`an kuv sxbll bah boru`v`an aeoessbvp e}yevx`se xk e}ybah dkobddp bah ven`kabddp!

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka Ys ~`dd fe h`sousseh `a vedbx`ka xk mk~ ebom Y

|bv`bfde `s sxvbxen`obddp lkouseh xk yvk|`he fesx |bdue xk Okg Fbaj ousxkgevs!

6!2 Yvkhuox

Xme yvkhuox oba fe obxenkv`eh `axk 6 gb`a nvkuys! Xmep bve Okve yvkhuoxs bah Bungeaxeh yvkhuox!

Okve bve yvkhuoxs ~m`om hel`ae xme fus`aess-E}' _b|`ans Fbaj Bookuax$ Ouvveax Bookuax$ Xevg heyks`x$

Veouvv`an heyks`x$ Obsm oveh`x exo)! Xme yvkhuox gusx fe syeo`l`obddp hes`naeh `a |`e~ kl xme aeehs kl

ousxkgevs `a ~edd hel`aeh mkgkneaekus gbvjex sengeax! Xmese yvkhuoxs yvk|`he b fbs`s lkv xme

he|edkygeax kl gkve skym`sx`obxeh bah gbvjex`an kv`eaxeh yvkhuoxs!

Xme ae}x xpye kl yvkhuox `s Bungeaxeh yvkhuox! Xm`s `s usubddp b okgf`abx`ka kl x~k kv gkve okveyvkhuoxs bah xmep mb|e sxvkan gbvjex`an okaxeax bs xmep obxev xk skge syeo`l o ousxkgev aeehs! xme

fbs`o ombvboxev`sx`os kl sev|`oes `s `axban`f`d`xp! Xban`f`d`s`an xme `axban`fde sev|`oe xmbx `s lkvg`an b

ymps`kdkn`obd `gbne ka okasugev mebvxsmbve bah g`ahsmbve bfkux xme yvkhuoxs ~bs b ombddeane xk

okggevo`bd fbaj!

Xmep mb|e hkae sk fp syeo`bd``an xme`v yvkhuoxs -ovebx`an bungeaxeh yvkhuoxs) lkv h`lleveax okasugev

sengeaxs bah fvbah`an xmeg bookvh`andp$ bs smk~a fedk~!

2! _b|`ans Bookuaxs lkv h`lleveax Bne Hegknvbym`os

L`nuve ?! Okg Fbaj _b|`ans Ydbas

Okg Fbaj mbs gbhe xme ellkvx xk gbje xme`v ousxkgevs leed ua`rue$ bah xmbx xmep bs b fbaj uahevsxbah

bah obve bfkux xme |bv`eh aeehs kl `xs h`lleveax ousxkgevs! Xmep mb|e hkae xm`s fp ovebx`an h`lleveax

fvbahs!

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka >

G`akv _b|`an ' _xbvx kll ~`xm g`a`gug heyks`x$ Mebxm obve feael`xs Xeea _b|`ans ' _yeo`bd fvbaheh hef`x obvh$ smkyy`an feael`xs Bookuaxs hes`naeh xk n`|e b

leed`an kl egyk~evgeax lkv xeeas!- E}' dk~ `axevesx sxuhp dkbas$ booess xk OkgXed Xede Fbaj`an

Lbo`d`xp bah e|ea bxxeah obveev nu`hbaoe seg`abvs)

^kgeas _b|`ans Gbap mebdxmobve feael`xs$ bah lebxuves xmbx ~`dd b`h `a b ~kgbas xpy`obdd`leopode -Fus`aess Xkhbp$6926)

_ea`kv O`x`eas _b|`ans Xm`s sb|`ans ydba bdsk `s l`ae xuaeh xk bne hegknvbym`o kl 55*!

6! Hef`x bah Oveh`x Obvhs lkv h`lleveax @aokge+Odbss Hegknvbym`os

L`nuve 8! Okg Fbaj Obvh Ydbas

E|ea xmkunm fvbaomes hk akx mb|e xme buxmkv`xp xk hes`na ae~ yvkhuoxs$ xmep oba kyevbxe fp us`an

gbxv`} kl Okve'Lkvgbd'Bungeaxeh yvkhuox `a ba elleox`|e gbaaev! Xmbx `s ~mp fbajs bve `aak|bx`an

gkve bah gkve bungeaxeh yvkhuoxs xmvkunm yvkyev |bdue bhh`x`ka `a xme`v e}`sx`an lkvgbd yvkhuoxs

Xme okaoeyx kl yvkhuox ybojbnes `s fp okas`hev`an ousxkgevs. femb|`kv! Neaevbddp$ b ousxkgev okges

?! Kxmev

Xme e'Fbaj`an ydbxlkvg suyykvxs f`dd ybpgeaxs xk xedeymkae$ edeoxv`o`xp$ ~bxev$ oveh`x obvhs$`asuvbaoe$ ybp X\$ somkkds bah vbxes! Xme ydbxlkvg okges ~`xm sedl ven`sxvbx`ka$ sedl'bhh`x`ka bahven`sxvbx`ka kl ybpgeax veo`y`eaxs$ ousxkg`bfde xegydbxes lkv ybpgeaxs$ gudx`yde ybpgeaxs |`b

b s`ande fbsjex$

Okg Fbaj kllevs Mkd`hbp Fbaj`an bx sedeoxeh fvbaomes `sdbah ~`he xk obxev xk pkuv aeehs ?$ Jbxuabpbje$ Nbdde$ Jbahp $ Gbcesx`o o`xp exo)

Okg Fbaj kllevs _uyev Gbvjex Fbaj`an xmbx okgf`aes smkyy`an ~`xm fbaj`an! Fbaj bah smkybx Okggevo`bd Fbaj ua`xs dkobxeh bx Obvn`dds Lkkh O`xp$ Bvy`ok _uyev oeaxevs$ _uaUy

suyevgbvjexs! - Hk Obsm , omerue heyks`xs bah ~`xmhvb~bds)

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka =

6!6 Yv`oe

Ombvboxev`sx`os xmbx mb|e `gybox ka hexevg`a`an xme yv`oes kl fbaj`an sev|`oes bve yev`smbf`d`xp bah

`axban`f`d`xp! @a fbaj`an `ahusxvp$ yv`oe `s xme bgkuax kl gkaep xmbx ~`dd hexevg`ae xme e}ombane vbxe kl

fbaj yvkhuox! Yv`oe hexevg`abx`ka kl xme fbaj`an yvkhuoxs kv

sev|`oes `s sufceox xk venudbx`ka e`xmev fp xme Nk|evageax kv fp

xme Oeaxvbd Fbaj kl _v` dbajb ! Xme ombaoe kl okgyex`x`ka ka xme

fbs`s kl yv`oe `s d`g`xeh!

Okg Fbaj hkes akx yvk|`he xme m`nmesx `axevesx vbxes `a `xs

sb|`ans$ okgybveh ~`xm L`abaoe `asx`xuxes -Aka sxbxe Fbajs) suom

bs \bdd`fed L`abaoe$ _klx Dkn`o L`abaoe kv DF L`abaoe exo! Fux

okgybveh ~`xm Fbajs kl s`g`dbv obd`fev suom bs Mbxxka Abx`kabd

Fbaj $ xmep xvp xk okgyexe ~`xm xk yvk|`he xme m`nmesx `axevesx!

Gkve xmba `aovebs`an xme vbxes Okg Fbaj mbs b sxvbxenp kl

yvk|`h`an xme ousxkgevs xme gessbne klmk~ sble bah seouve xme

fbaj `s$ |`b yv`ax geh`b bh|evx`s`an smk~`an xme BBB oveh`x vbx`an!

Bs ~edd bs suooess sxkv`es yvk|`heh uahev Xbfde2 `a xme`v

gbvjex`an y`xom $ bddk~`an xmeg xk yks`x`ka xmegsed|es `a xme

okasugevs bs b sble fbaj xk `a|esx ka ba hebd ~`xm!

6!? Ydboe

Xme ov`x`obd bsyeoxs kl b ydboe+h`sxv`fux`ka sxvbxenp vedbxe xk xme dkobx`ka kl xme fbajs xk veahev xme`vsev|`oe! Elleox`|e h`sxv`fux`ka ~`dd bddk~ hed`|evp kl xme yvkhuoxs kv sev|`oe bx xme v`nmx x`ge bah bx xme

v`nmx ydboe! Xme ydboe ~meve xme fbaj`an yvkhuoxs kv sev|`oe bve hed`|eveh `s ouvveaxdp ba `gykvxbax

edegeax `a Okg fbaj gbvjex`an!

L`nuve 5! Okg Fbaj Ydboe _xvbxenp

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 0

Okg Fbaj bs bx xkhbp mbs xme dbvnesx fbaj k~aeh BXG aex~kvj$ bddk~`an xme fbaj xk vebom kux xk

ousxkgevs `a h`lleveax neknvbym`es ~`xm`a _v` Dbajb fexxev xmbx bap kxmev okgyex`an fbaj! Bdsk `x mbs b

sxvkan @X bvg xmbx okasxbaxdp jeeys ka xky kl `aak|bx`|e xveahs `a fbaj`an suom bs _G_ fbaj`an -_uahbp

Kfsev|ev$6926)$ Kad`ae Fbaj`an bah Gkaep xvbaslevs -Hb`dp Ae~s$6926)! Bdd xm`s mbs gbhe xme Fbaj xk

jeey `a xkuom ~`xm xme fusp d`le sxpdes kl `xs ousxkgevs!

6!8 Yvkgkx`ka

Bap gbvjex`an yvkgkx`ka obgyb`na mbs xme kfceox`|es kl `alkvg`an xme yvksyeox`|e ousxkgev bah xmea

xk yevsubhe m`g gbj`an b yuvombs`an heo`s`ka! ^mea b Okg fbaj he|edkys b ae~ yvkhuox$ `x gbjes `xs

xbvnex ousxkgev sengeax b~bve kl `x xmvkunm gbvjex`an yvkgkx`ka! Xm`s `s hkae lkvgs suom bs yvess

bh|evx`segeax$ sbdes obgyb`na$ ~kvh kl gkuxm$ yevskabd `axevbox`ka bah h`veoxdp gb`d`an exo

Okg Fbaj mbs lkuah xmvkunm xme`v gbvjex`an vesebvom xmbx bybvx lvkg sb|`ans bookuaxs bah l`}ehheyks`x bookuaxs$ xme b~bveaess kl e}`sxeaoe kl kxmev heyks`x someges bve vedbx`|edp dess bgkansx vuvbd

sb|evs! Bah bdsk xme`v vesebvom mbh yk`axeh kux xmbx deah`an ydbas$ nkdh dkbas bah ehuobx`kabd dkbas bve

|evp ykyudbv `a xme vuvbd bvebs! Bs bx ak~ okgyba`es suom bs DF l`abaoe bve e}ydk`x`an xm`s kyykvxua`xp

fp e|ea bh|evx``an xme`v Nkdh Dkba ydbas ka Fuses! Bybvx lvkg xme akvgbd gbvjex`an ombaaeds$

Okg Fbaj mbs b O_V sxvbxenp xmbx `s bd`naeh ~`xm `xs yvkgkx`kabd sxvbxenp!

Le~ kl xme veoeax O_V `a`x`bx`|es xmbx Okg Fbaj mbs eanbneh `a bve n`|ea fedk~!

Xme Okggevo`bd Fbaj kl Oepdka mbs e}xeaheh b nvbax kl Vs 2 g`dd`ka xk b~bvh'~`aa`an _v` Dbajba`a|eaxkv @ahvesv` Jbvuabx`dbjb$ xk okggevo`bd`e m`s `a|eax`ka kl b ~b|e dess fkbx xmbx oba xvb|evse

`adbah ~bxevs ~`xmkux h`sxuvf`an v`|evfehs! -Okggevo`bd Fbaj Okvykvbxe ^efs`xe$6926)

Okggevo`bd Fbaj hkabxes ba @X dbf xk ^ed`jbhb yv`ska! -Okggevo`bd Fbaj Okvykvbxe^efs`xe$6926)

OKG Fbaj xbje @X ehuobx`ka xk x~k gkve vuvbd somkkds! -L`abao`bd X`ges$ 6926) Okggevo`bd Fbaj xbjes Eand`sm xk vuvbd _v` Dbajb! -L`abao`bd X`ges$ 6926)Xme bfk|e ellkvxs bddk~ xme fbajs xk sufd`g`abddp okggua`obxe xk xme ~mkde okuaxvp xmbx `x mbs xbjea

ba ellkvx xk he|edky xme _v` Dbajba sko`exp bs ~edd!

Bs yev xme yvess bvx`odes _uahbp X`ges -6926) bah Okggevo`bd Fbaj Okvykvbxe ^efs`xe -6926)$ xmep

mb|e lverueax yvkgkx`kabd kllevs lkv xme`v hef`x bah oveh`x obvhs! E}' H`ae bah _g`de obgyb`nas

~m`om nexs yvkgkxeh bx xme vexb`ds kuxdexs xmbx xme yvkgkx`ka `s byyd`obfde! Xm`s `s `gykvxbax ~mea

`aldueao`an fupevs$ feobuse `x bddk~s xme ousxkgevs xk gbje b fup`an heo`s`ka b~bp lvkg xme akvgbd

fbaj`an ea|`vkageax!

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 29

6!5 Yekyde

_`g`dbv xk b xpy`obd sev|`oe `ahusxvp$ fbaj`an `s b dbfkuv `axeas`|e `ahusxvp! Xme mugba lboxkv ydbps b

ov`x`obd vkde `a xme vuaa`an kl xme fus`aess! Mugbas uad`je gbom`aes

mb|e |bvp`an bxx`xuhes$ gkkhs$ bah h`lleveax oudxuves! Yekyde bve

ovuo`bd xk xme suooess kl bap fus`aess! @x `s lbv gkve sk `a b sev|`oe

kv`eaxeh `ahusxvp d`je fbaj an! Ebom egydkpee `a b fbaj `vvesyeox`|e

kl m`s yks`x`ka `a xme fbaj m`evbvomp `s fkxm b veo`y`eax bah yvk|`hev

kl sev|`oe! Gbvjex`an bs b fus`aess ym`dkskymp sxbxes xmbx e|evp

egydkpee `s b sbdesgba + fvbah bgfbssbhkv kl b okgybap!

Okg Fbaj MV yvkoess xbjes bookuax xme oudxuvbd bah exma`o fbdbaoe `a `xs veovu`xgeaxs! @a xme Okg

Fbajs Akvxm bah Ebsx kyevbx`kas xmep xbje `a b dbvnev yevoeaxbne kl exma`o g`akv`x`es okgybveh ~`xm

~esxeva yvk|`aoe fbaj kyevbx`kas xmbx `s sk xmbx xme ousxkgevs `a h`lleveax neknvbym`o ~`dd leed gkve bx

mkge! Xme fbaj yvk|`hes venudbv xvb`a`ans bah ~kvjsmkys xk `xs lvkax eah sxbll ka ousxkgev

`axevbox`ka! B xpy`obd ousxkgev okg`an `axk xme fbaj gbp fe `a b sxvesseh kux s`xubx`ka xk venbvh`an b

seas`x`|e gkaep xvbasbox`ka$ kv me+sme gbp fe ba `alkvgbx`ka seejev xvp`an xk gbje b fup`an heo`s`ka

fux hkesax jak~ ~mbx `xs xme v`nmx ybxm xk xbje: xpy`obd soeabv`ks d`je xmese bve okggka `a bap fbaj`an

kyevbx`ka! Okg Fbaj mbs b MV sxvbxenp xmbx n`|es yevlkvgbaoe leehfboj lkv `xs lvkax eah sxbll ka b

yev`kh`o fbs`s! _k xmep xmegsed|es oba `gyvk|e ka xme`v g`sxbjes `l bap!

6!< Yvkoess

Xme |bdue kl yvkoess `a Fbaj gbvjex`an sxvbxenp oba fe |`e~eh `a yevsyeox`|e lvkg .|bdue omb`a okaoeyx.fp G`ombed Ykvxev! Xme okaoeyx m`nmd`nmxs xme jep kvnba`bx`kabd box`|`x`es ~m`om nk `axk gbvjex`an xme

l`abd yvkhuox xk xme ousxkgev! @a xme fbaj`an soeabv`k$ b sxbahbvh |bdue omb`a ~`dd eaokgybss bdd

box`|`x`es v`nmx lvkg xme yvkhuox okaoeyx`|e sxbne hk~a xk `xs gbvjex`an bx fvbaom de|ed! Bdd suom

box`|`x`es udx`gbxedp debhs gb}`g`bx`ka kl ousxkgev.s sbx`slbox`ka ~mea xme yvkhuox `s yuvombseh! Xme

|bdue omb`a okaoeyx egymbs`es xmbx bdd xmese kvnba`bx`kabd box`|`x`es mb|e xk fe odksedp gka`xkveh bah

ve|`e~eh bs ba kank`an fbs`s bah bdd xmkse box`|`x`es ~m`om hk akx bhh |bdue xk xme yvkhuox useh xk fe

ve|`e~eh bah gkh`l`eh!

Okg Fbaj mbs b gbvjex`an vesebvom ua`x xmbx hkes vesebvom ka xme dbxesx xveahs `a ousxkgev yuvombses$

xme`v aeehs$ bah okgyex`xkv vesebvom! Xm`s `alkvgbx`ka `s xmea yvk|`heh xk vede|bax fus`aess ua`xs ~m`omxmea yvk|`hes b suggbvp xk xme`v vesyeox`|e Heyuxp NG bah Bss`sxbax NG! Blxev~bvhs fvb`asxkvg`an

sess`ka ~`dd fe hkae ~`xm xme gbvjex`an sxbll xk nbune xme lebs`f`d`xp kl b yvksyeox`|e ae~ sev|`oe

kllev`an! Okg Fbaj ousxkgev obve sxbll `s n`|ea xme vesykas`f`d`xp kl nexx`an ousxkgev leehfboj$ xme

l`ah`ans ~`dd fe yvk|`heh xk xme Fbajs Rubd`xp Bssuvbaoe heybvxgeax! Xm`s `alkvgbx`ka ~`dd fe useh lkv

e}`sx`an yvkhuox bah sev|`oes uynvbhes bah eambaoegeaxs! Bdd suom box`|`x`es bve hkae ~`xm xme

ousxkgev sbx`slbox`ka bs yv`kv`xp!

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 22

6!> Ymps`obd E|`heaoe

Xban`f`d`s`an xme `axban`fde okggkh`xp `s b gbckv ombddeane lkv b fbaj gbvjexev! Venbvh`an ymps`obd

e|`heaoe Kae bgkan xme `gykvxbax gexmkhs `s xme uyjeey kl fvbaom yveg`ses bah `axev`kv heokvbx`kas!

Okg Fbaj yvk|`hes ovebx`|edp hes`naeh sxbx`kaevp$ nveex`an obvhs $ obdeahbvs bah kxmev n`lx `xegs lkv `xs

ousxkgevs! Bdsk Okg Fbaj yvkhuox fvkomuves$ `xs ~efs`xe bah `xs baaubd veykvxs bve gbhe ~`xm xme

sxbahbvh Okg Fbaj xmeges! @xs bdsk veldeoxeh `a xme Fbaj fvbaom hes`nas bs ~edd! Ousxkgevs lvkg b

h`sxbaoe oba `heax`lp b Okg Fbaj fvbaom!

OMBYXEV ?OMBDDEANE_ ,FBVV@EV_

Fbvv`evs Kae kl xme gb`a ombddeanes `s jeey`an uy ~`xm xme aka fbaj`an l`abao`bd `asx`xuxes! _uom

l`abao`bd `asx`xuxes xbvnex a`ome gbvjex ~meve xme ousxkgevs bve dkkj`an bx xme m`nmesx

`axevesx$ xmep bve smkvx xevg heyks`x seejevs$ bah bve akx xmbx okaso`kus kl xme seouv`xp

bsyeoxs! Oeaxvbd Fbaj gbahbxes bddk~s b Fbaj xk yvk|`he `axevesx vbxe bx b vesxv`oxeh

de|ed$ suom vesxv`ox`kas bve akx yveseax `a aka fbaj`an `asx`xuxes - E}' \bdd`fed L`abaoe $

Xme L`abaoe exo) !Xmevelkve Okg Fbaj okasxbaxdp `a `xs gbvjex`an gessbne sxvesses xme

`gykvxbaoe kl xme seouv`xp bah xvusx bsyeoxs kl `xs sb|`ans kyx`kas$ xvp`an xk `aldueaoe

xme fupev femb|`kv!

Ombddeanes Jeey`an uy ~`xm ae~ xeomakdknp `s bdsk b ombddeane! Ybvx`oudbvdp lkv b Fbaj$ `xs esseax`bd

`xs mbs BXG heydkpgeaxs xk ~meve `xs ousxkgevs gksx veru`ve xme Fbaj sev|`oes! BXG

heydkpgeax `xsedl smkudh fe obveluddp ydbaaeh -s`g`dbv xk xme ydbaa`an yvkoess `a|kd|eh

`a heo`h`an b ae~ vexb`d kuxdex)$ blxev~bvhs xme BXGs smkudh fe gb`axb`aeh $ bah bdsk

xme obse xvbaslevs smkudh fe hkae seouvedp!

Xme lbox xmbx Okg Fbaj yvkoesses bve meb|`dp buxkgbxeh $ bs ~edd bs b bap kxmev Fbajvuas `xs kyevbx`kas ka b Okve Fbaj`an byyd`obx`kas `xs smkudh gbje suve `x yvkxeoxs `xs

sedl lvkg mbojevs !Kxmev~`se bdd xme okal`heax`bd hbxb kl `xs ousxkgevs oba fe dksx kv

sxkdea! @x `s `gyevbx`|e ak~bhbps Fbaj mb|e suom yvkxeox`|e gebsuves$ bah

okggua`obxes xme e}`sxeaoe kl suom gebsuves xk `xs ousxkgevs `a xme`v gbvjex`an

gessbne!

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7/23/2019 Commercial Bank of Ceylon, Service Marketing Concepts

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_ev|`oes Gbvjex`an Okaoeyxs Bhkyxeh bx Okggevo`bd Fbaj kl Oepdka 2?

26!Ndkfbd OGK _xuhp -6926)$ @FG Okvykvbx`ka2?!_uahbp X`ges -6926) Okggevo`bd Fbaj kl Oepdka bah H`bdkn ck`a `a Gbabneh _ev|`oes

|eaxuve $Z^^^W B|b`dbfde lvkg3mxxy3++~~~!suahbpx`ges!dj+26906?+fus`aess'x`ges+okggevo`bd'fbaj'kl'oepdka'bah'h`bdkn'ck`a'`a'gbabneh'sev|`oes'|eaxuve'

26089!mxgdZBooesseh 6926+29+?9W

28!_uahbp Kfsev|ev -6926)$ OkgFbaj dbuaomes bh|baoeh e'Fbaj`an $Z^^^W B|b`dbfdelvkg3mxxy3++~~~!suahbpkfsev|ev!dj+6926+29+62+l`a2=!bsyZBooesseh 6926+29+6?

25! _uahbp X`ges -6926) H`sokuaxs bx mkxeds lkv Okg Fbaj oveh`x obvh mkdhevs $Z^^^WB|b`dbfde lvkg3mxxy3++suahbpx`ges!dj+`ahe}!ymy;kyx`ka7okg[okaxeax,|`e~7bvx`ode,`h76596>3h`sokuaxs'bx'mkxeds'lkv'okg'fbaj'oveh`x'obvh'mkdhevs,obx h7>>3ae~s,@xeg`h75