A company was marketing 'water purifiers' which always were very popular due to their quality and after sales service provided to the customers. The company was a leading company in the market and earning huge profits. Because of huge profits the company ignored the after sales services. As a result its relations with the customers got spoiled and the image of the company was damaged in the public. Top management became concerned when the profits for the current quarter fell sleeply. On analysis it was revealed that ignoring the after profits for the current quarter fell sleeply. On analysis it was revealed that ignoring the after sales services was its reason. Therefore the company took all possible measures to protect and promote its was its reason.Therefore the company took all possible measures to protect and promote its favourable image in the eyes of the public. As a result the goodwill of the company improved in the societ.
a) Name and state the communication tool used by the marketer in the above case to improve its image.
b) Also explain role of the tool as identified in part a).

Explanation

a) Public Relations.
Public Relations refer to a variety of programmes to promote and protect a company's image or its products in the eyes of the public. (or any other correct meaning).
b) Role of Public Relations. (any three points with explanations).