Sunpharma Group, a string of drugstores in the Slovakia, had recently come under new ownership, along with the new CEO recognized the requirement for better customer service in order for the business's expansion strategy to achieve success. The firm had, as its stated strategic goal, "to be a long time favorite and most in-demand drugstore famous for world class professionals, comprehensive services and individual strategy." Drugstore training that was typical simply addressed pharmacological and physiological concerns, so it was up to the company to address customer service needs for technicians and its pharmacists.
Consequences from a "mystery shopper" scheme, which considered the worth of services in pharmacies in conventional situations, emphasized the dearth of interpersonal skills among pharmacy staff. The student is asked to design a training program for the company the HR manager can present to the CEO.
PUBLICATION DATE: January 01, 2012 PRODUCT #: NA0207-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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