Improving Customer Service In Public Sector Organizations

Abstract

The purpose of this paper is to formulate a customer orientation framework, which may assist in providing service organizations with strategies for a competitive advantage. The proposed markét-led approach towards excellent service for Shanghai Telecom customers includes upgrading staff awareness of external competition, changing culture, leadership, information channels, and staff training. It involves customers and employees in the design of service strategies. It is suggested that the remuneration should be linked to customer satisfaction. A new marketing division would consider competitive advantage issues. The findings and recommendations on the bridging gaps between customer expectations and the provision of service are of interest in over eighty countries that are currently restructuring their state-owned enterprises.

Keywords:

• Cellular phone
• changing culture
• customer orientation
• moral hazard
• performance measurement
• strategy design
• swing capacity