Browsing by Author "Shport, I. V."

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Organization of client-oriented service of cleaning company
(National Aviation University, 2020-06) Шпорт, І.В.; Shport, I. V.
When analysing the main trends in the situation in various corporate markets, a constant increase in competition is evident. It also encourages companies to search for new tools and approaches for attracting and retaining a client. A customer-oriented approach is considered by many as a worthy way out of the current market situation. However, most managers and specialists do not know what needs to be done so that the client votes for customer-oriented with his own money. Recently, “customer-oriented” means the policy of a successful organization that is aware that the client is at the center of its activity. Even the most common interpretations of it are identifying the needs of the client, respectful and interested attitude to him, focusing on long-term relationships with the client, etc. - do not give a complete picture of how the organization should change in order to become customer-oriented. Very often there is a substitution of concepts: customer orientation is identified with the presence in the company of quality service standards. Any customer has the right to guaranteed quality service and respect, even if the purchase did not take place. These are the basic norms of a customer relationship, relevant for any organization. But at the same time, strictly observing service standards, the organization may not be customer-oriented. In other words, she does not seek to create conditions under which the client wants to reuse her services.