Customer orientated approach


 

Customer orientation means the way organizations and employees operate.The key elements of a customer-oriented approach are participation and listening to the customer. The customer is the active operator of the service. Genuine involvement of the customer, consideration of his experiences and expertise in his own affairs is customer orientation. The customer himself have to be involved in influencing the planning, implementation and evaluation of the services concerning him. Customer must have the experience of being listened to, and that his opinions are meaningful and are taken seriously and that they have an impact.

 

Marja Pinolehti, 2023. Sosiaalialalla asiakaslähtöisyys vaatii luottamusta ja kumppanuutta. Diak-blogi. Retrieved from: https://dialogi.diak.fi/2023/05/12/sosiaalialalla-asiakaslahtoisyys-vaatii-luottamusta-ja-kumppanuutta/. Accessed 7.2.2025

Terveyden ja hyvinvoinninlaitos 2020. Asiakaslähtöisyys. Retrieved from:  https://thl.fi/tutkimus-ja-kehittaminen/tutkimukset-ja-hankkeet/sosku/sosiaalisen-kuntoutuksen-opas/palvelun-sisallot/yksilotyoskentely/asiakaslahtoisyys Uptadet13.7.2020. Accessed  7.2.2025

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