Customer care in Sri Lanka

Hello everyone,

The way customer services are handled can greatly affect your views on certain brands, products, companies or stores. As a consumer, it is important to get familiar with local practices regarding client assistance in Sri Lanka and try to understand how things work in the country.

How would you describe your customer service experiences in Sri Lanka?

Do you feel welcome when you enter a store? Do you get useful tips and advice?

Are after-sales services available in Sri Lanka?

Thanks for sharing your experience,


Customer care in Sri Lanka is at its infancy in comparison to some countries. Even when you enter a 5 Star Hotel restaurant or call or visit utility service prviders, furniture shops, hardware or any product or service outlet you will find in most places the staff are poorly trained and or not empowered to reapond to customer needs. Often they feel disturbed that a customer has contacted them or express their helplessness to help. There are exceptions of course like Dialog centres, restaurants like the Lords in Negombo or TGIF Colombo and some McDonald outlets where they make you feel welcome and make you feel they are there to help you.

I agree with raja4u. Perfectly described as being in its infancy, customer service is sporadic in Sri Lanka. The staff are seemingly untrained and unaware of how customer service is provided in other countries. If you are given an answer to a question, it typically is only the answer to your question, with no elaboration on other options. For example, if you ask what plan is best for your mobile service, they will tell you about a plan. If you do not ask for other plans, the plan that they describe is the plan that you get but if you remember to always ask 'what other plans, etc do you offer', then they will tell you. Rule of thumb, always ask in order to receive, otherwise it most likely will not happen. Also, Sri Lankans do not mean any harm or disrespect, they are simply unaware of how to provide this service.

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