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Improving Customer Service in Sunpharma Pharmacies Case Solution & Answer

This Case is about COMPETITIVE STRATEGY

PUBLICATION DATE: January 01, 2012 PRODUCT #: NA0207-PDF-ENG

A series of drugstores in Slovakia, Sunpharma Group, had recently come under new ownership, and the novel CEO well understood the requirement for better customer service in order for the firm’s growth strategy to achieve success. The firm had, as its stated strategic aim, “to be a long time favorite and most in demand drugstore famous for world class professionals, all-inclusive services, and individual strategy.” Drugstore training that was typical just addressed pharmacological and physical issues, so it was up to the organization to deal with customer service needs for technicians and its pharmacists. Results from a “mystery shopper” job, which investigated the quality of services in drugstores in normal scenarios, emphasized the dearth of social skills among pharmacy staff. The pupil is requested to design a training program for the business the HR manager can present to the CEO.

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