Gopal K Gureja: A 90-Year-Old Advocate for Customer Service Excellence
Against all odds | The 90-year-old who won’t stop fighting for the customer
Image: The Indian Express
At 90, Gopal K Gureja continues to champion customer service through his latest book, *Customer Service Edge*. Drawing from decades of experience, he highlights the disconnect between corporate policies and customer experiences, advocating for a customer-centric approach in business. His insights are now influencing future business leaders at Symbiosis University.
- 01Gureja's career began managing earthmoving equipment in Himachal Pradesh, where he experienced poor customer service, motivating him to improve it from within the industry.
- 02He transformed the service department at KG Khosla into a competitive advantage, emphasizing that customer service is integral to product value.
- 03His empirical research revealed a significant gap between company policies and customer experiences, which he terms the 'iceberg of ignorance'.
- 04Gureja's book has been added to the curriculum at Symbiosis University, reflecting its impact on future business leaders.
- 05He believes India's customer orientation lags behind other nations, which he argues affects the country's competitiveness.
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Gopal K Gureja, at 90 years old, has released *Customer Service Edge*, a follow-up to his earlier work, addressing the critical gap between how companies perceive their customer service and the actual experiences of customers. His journey began in Himachal Pradesh, where he faced inadequate service while managing earthmoving equipment, which propelled him into a career aimed at improving customer relations. Gureja spent nine years at KG Khosla, enhancing their service department and later joined Thermax, where he rose to the board of directors. Throughout his career, he has maintained that effective customer service is not merely a cost but a vital aspect of product integrity. His research over three and a half years, interviewing 200 individuals across various companies, highlighted a pervasive disconnect between senior leadership and customer experiences, coining the term 'iceberg of ignorance' to describe this phenomenon. His insights are now influencing students at Symbiosis University, where his book has become required reading. Gureja remains active, driven not by ambition but by a sense of responsibility to share his knowledge and improve customer service standards in India.
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Gureja's advocacy for improved customer service standards could lead to better business practices in India, enhancing customer satisfaction and potentially boosting the country's competitiveness.
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