Building Relationships With Difficult Customers in a Pharmacya as Exemplified By Polish Pharmacists
Fragment książki (Rozdział w monografii)
MNiSW
20
Poziom I
| Status: | |
| Autorzy: | Maniewska Jadwiga, Bojanowska Agnieszka, Surowiec Agnieszka |
| Dyscypliny: | |
| Aby zobaczyć szczegóły należy się zalogować. | |
| Wersja dokumentu: | Drukowana | Elektroniczna |
| Język: | angielski |
| Strony: | 23 - 41 |
| Efekt badań statutowych | NIE |
| Materiał konferencyjny: | NIE |
| Publikacja OA: | TAK |
| Licencja: | |
| Sposób udostępnienia: | Witryna wydawcy |
| Wersja tekstu: | Ostateczna wersja opublikowana |
| Czas opublikowania: | W momencie opublikowania |
| Data opublikowania w OA: | 23 czerwca 2022 |
| Abstrakty: | angielski |
| The Polish pharmaceutical market is an interface between many stakeholders. This article focuses on the relationship of individu- al customers with pharmacies, and de facto with the pharmacists who serve them in the pharmacy. Attention is drawn to the problems that arise in servicing these customers in the context of building and main- taining long-term customer relationships in accordance with the prin- ciples of CRM. A survey was conducted among pharmacists to show what difficult situations they face in their daily work with customers. The role of customer service training in resolving conflict situations in the pharmacy was indicated. Issues of occupational burnout and pharmacists’ attitudes towards customers were addressed. |
