Today customer is the king and it is in fact a “customer era” and the focus should be on the customer oriented services

2.  Today customer is the king and it is in fact a
“customer era” and the focus should be on
the customer oriented services.
 The business organisations are under
pressure to deliver a higher level of service
at a minimal cost to increase the
expectations of its client’s.
 A good organisation makes customer
oriented services as a culture, a core
corporate value and a norm.

3.  Focus on Customer
 Quality
 Accountability
 Efficient and effective staff
 Customer’s satisfaction
 Customer’s loyalty

4.  Customer Orientation is directly proportional to
Customer satisfaction and indeed Customer retention.
 Effective Communication System – Sender, Receiver
and Feedback through finest channels.
 Replacement of oral and written channels with visual
aids.
 Value proposition – benefit to customers.
 Organizations have a focus on Target Customers.

5. LATEST STATUS (contd.)
 The strategy of offering low prices.
 Technology has helped the organizations to deliver
Customer-Oriented Services.
 ERP, ORACLE and other DBMS.
 Networking has helped organizations to connect
globally to the customers.
 Internet has raised number of customers for the
organizations.

6. LATEST STATUS ( contd. )
 Culture of Customer Satisfaction among the
organizations.
 Cyclic Surveys.
 Low Response Time for Customer’s complaints.
 Organizations gauge their treatment with the
customers.
 27×7 Customer Service Centers.
 Empathetic Customer Support Executives.
 Giving additional services.

7. LATEST STATUS (contd. )
 Customer-Orientation through frequency programs.
 Just-in-Time delivery helps organizations to build
trust among their customers.
 Methods of derparmentation or process at the Service
Support Centers.
 Focus on clearing barriers.

8.  Customer-oriented systems force service providers to be
accountable to their customers.
 They depoliticize the choice-of-provider decision.
 They stimulate more innovation.
 These systems give people choices between different
kinds of services.
 There is less wastage, because they match supply to
demand.
 Since customer-oriented systems empower customers to
make choices, and empowered customers are more
committed customers.
 These systems create greater opportunities for equity

9.  Gap 1: The difference between the service actually
desired by customer and what company perceives .
 Gap 2: The difference between company's understanding
of the service desired by customer and the service as
designed to be delivered by the company, and the
performance standards set for the same.
 Gap 3: The difference between the service design and
actual service delivered.
 Gap 4: The difference between actual service delivered
and the service as perceived by customer.
 Gap 5: The difference between service as perceived by
customer and service expected by company.

10.  Know the customers  Align the Organizational
Capabilities
 Adopt a Complaint
 Service testers and “Secret
resolution process. Shoppers”.
 Communicate regularly with
 Customer surveys. your employees
 Customer behavior
research.

11.  Empower Your People
 Integrate service into standing staff meetings
 Offer customer-service training
 Reward great service.

12.  In today’s scenario the needs of every individual are changing. It has become
necessary for all the sectors to change their policies and services according to
customer’s needs.
 In case of Airlines, there is a huge variations in profits earned by them one of
the reason that one airline is providing much better services as compare to
other. It also gives rise to the competition which encouraged the competitors to
do better than other which will ultimately at end help customer. E.g. - Indigo
airlines
 Policies formulated for providing services should be made by keeping into view
the future benefit derived from that service provided. That policy or service
provided should not be for only that particular period the company must
analyse its future scope whether it will be beneficial in future or not. The future
scope of that service provided must compete in the present market condition

13.  Time constraint was big issue as we had to submit
two other projects simultaneously.
 Problem with the internet was another issue as there
was a problem in Kashmir valley so the internet
service was slow and sending data through mails to
the other members was difficult.
 Conflicts among the members because of
miscommunication also led to misunderstandings.
 A non contributing group member one member as
married recently could not contribute towards the
project.
 Understanding of the topic took time till end.

14.  www.wikipedia.com
 www.marketing91.com
 www.docstoc.com
 Customer service delivery: research and best practices: Google
book
 www.customerthink.com
 http://www.sefas.com/en/professional-services
 www.hdfcbank.com
 http://www.sbi.co.in/
 http://www.google.co.in/
 Emerald | Managing Service Quality | Developing customer
oriented service: a case study
 Emerald | Journal of Services Marketing | A customer-oriented
new service development process
 http://www.jstor.org