Mr G K Gureja’s new book “Organizational Schizophrenia” is an excellent treatise on customer service. Being a veteran top industry professional, he has used his vast experience to analyze the subject and offer solutions that can truly transform any ambitious business enterprise.
Lucid and contemporary, “Organizational Schizophrenia” is seriously recommended to be read and internalized by the senior and middle management of every business enterprise that wishes to hold its head high in the commercial world. To each of them, the book will not just reveal the gaps between their intended service quality and what they actually deliver, but in so doing the book shall also provide clues as to how an enterprise can grow through devotion to customer.
The Chapter titled “The Genesis of Cultural Schizophrenia” needs special mention because it lists out attributes which can help determine whether an organization is already suffering from this particular malady. The book offers extensive solutions to the ailment!
The book can also be effectively converted into a two day workshop on “Winning Customers through Transparency in Service Delivery” within medium and large organizations.