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Gopal Gureja

Gopal K. Gureja is a seasoned professional in the field of customer service, having dedicated his entire corporate career to enhancing and managing customer-centric practices. His journey began in the 1960s, when he left a government engineering role to join K.G. Khosla & Company, India’s first manufacturer of industrial air compressors. The company had long ignored customer demands for after-sales support, a gap Gureja personally experienced. As the company’s first service manager, he implemented a comprehensive recovery plan that transformed the organization’s approach to service. WithRead More...

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Customer Service Edge

Books by Gopal K. Gureja

It is no longer a matter of debate that the largest and fastest growing firms in the world today, are those that concentrate on delivering high degree of customer satisfaction. That explains why more and more companies are adopting ‘customer First’ policy as part of the company’s operations.

However, according to IDC White Paper (2022), authored by Alan Webber, ”Most companies remain painfully unaware of the gap between the experience they bel

Customer Service Edge

Books by Gopal K. Gureja

However, according to IDC White Paper (2022), authored by Alan Webber, ”Most companies remain painfully unaware of the gap between the experience they bel

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Gopal K. Gureja is a seasoned professional in the field of customer service, having dedicated his entire corporate career to enhancing and managing customer-centric practices. His journey began in the 1960s, when he left a government engineering role to join K.G. Khosla & Company, India’s first manufacturer of industrial air compressors. The company had long ignored customer demands for after-sales support, a gap Gureja personally experienced. As the company’s first service manager, he implemented a comprehensive recovery plan that transformed the organization’s approach to service. With excellent customer support as its unique selling proposition, Khosla rose to industry leadership position.
In 1970, Gureja joined Wanson India (now Thermax Ltd) as service manager, where he again championed the customer’s voice within the organization. His genuine commitment helped cultivate a culture of responsiveness across the organization, which enhanced the company’s reputation and growth. Gureja moved out of service Department In 1977 into broader business leadership positions. He set up a new Business Division and in 1990 reshuffle, he was nominated on the company’s Board of Directors and was asked to look after a larger Business division.  Many service engineers mentored by Gureja rose to top management roles. He retired in 1996.
Gureja authored Creating Customer Value in 1997 (Tata McGraw-Hill), India’s first major book on the strategic role of after-sales service. It became a Crossword’s popular title and led to the introduction of Relationship Marketing as an elective at SCMHRD, where he also taught. Later, after conducting targeted empirical research on gaps between customer care policy and practice, he published Organisational Schizophrenia in 2013 (SAGE). Gureja has also contributed extensively to business publications including The Economic Times.

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Gopal Gureja

Customer Service Edge

Books by Gopal K. Gureja

Customer Service Edge

Books by Gopal K. Gureja

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