Plan de marketing para medir la satisfacción del cliente en los puntos de venta de Unidrogas S.A.

Abstract

Customer service is important in the development of any company, because it depends on growth and permanence, becoming a main element for the success that every company wants to achieve. The main objective of this study is to evaluate the way in which the customer service is currently offered in the Pharmaceutical outlets of Unidrogas s.a. A descriptive research was carried out and to carry out the data collection, the surveys of clients, owners and collaborators of the points of sale were used as instruments. To detect the perception that customers have of the service they are receiving. The results obtained demonstrated the importance of providing a good service, as well as the need of the owners subject to the study and the lack of a method to evaluate the service provided and the training of collaborators on attention and service to the client, because the service they are currently providing is motivated on the basis of economic incentives, but there is no training plan aimed at staff to provide efficient services and acquire new care techniques. It is recommended that the company have methods to evaluate the service provided and that it has a customer service manual, which will strengthen aspects such as: knowing the client, offering quality services, communication and handling of complaints, technical of selection and training of personnel for attention to the public, team work, improvement in processes.