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  • Sunpharma Case Study Solution

    Transféré par

    Vibhav Roy
    105 vues7 pages
    This document discusses improving customer service training at Sunpharma pharmacies. It identifies key training needs like identifying customer needs, communication skills, sales skills, and interpersonal skills. It also discusses aligning the training program with Sunpharma's strategic goals of flexibility, adaptability, highly trained employees, and improved recruitment. A proposed training program addresses the identified needs through skills training, with a budget of 2% of revenue to cover estimated costs of 700-1600 euros per training session.

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    Sunpharma Case Study Solution

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    This document discusses improving customer service training at Sunpharma pharmacies. It identifies key training needs like identifying customer needs, communication skills, sales skills, and interpersonal skills. It also discusses aligning the training program with Sunpharma's strategic goals of flexibility, adaptability, highly trained employees, and improved recruitment. A proposed training program addresses the identified needs through skills training, with a budget of 2% of revenue to cover estimated costs of 700-1600 euros per training session.

    Droits d'auteur :

    © All Rights Reserved
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    105 vues7 pages

    Sunpharma Case Study Solution

    Transféré par

    Vibhav Roy
    This document discusses improving customer service training at Sunpharma pharmacies. It identifies key training needs like identifying customer needs, communication skills, sales skills, and interpersonal skills. It also discusses aligning the training program with Sunpharma's strategic goals of flexibility, adaptability, highly trained employees, and improved recruitment. A proposed training program addresses the identified needs through skills training, with a budget of 2% of revenue to cover estimated costs of 700-1600 euros per training session.

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme PPTX, PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 7

    IMPROVING

    CUSTOMER SERVICE IN
    SUNPHARMA
    PHARMACIES

    GROUP 4

    ANKITA SINGH H18070


    DIVIJA RAWAT H18078
    NITISH KHANNA H18092
    URMI ARORA H18117
    VIBHAV ROY H18119
    SITUATION
    Traditional
    Pharmacy Centres Wide availability of
    replaced by more relaxed products led to more
    ANALYSIS self-service space.
    New corporate values of
    consumer control
    over their
    openness/commitment.
    purchasing decisions

    THE
    SCENARIO

    On-the-job training
    pointed the Mystery Shopper
    Role of pharmacist that Initiative: Pointed
    evolved from completely Deficiencies in
    technical to being a Customer Service
    customer’s personal
    advisor and consultant.

    2
    “
    PROBLEM STATEMENT

     Which factors are to be considered while designing the training


    system?

     Aligning Sunpharma’s training needs with their strategic goals

     Buy-in from the company CEO for training requirement and


    budget allocation
    3
    TRAINING  Lack of ability to identify the customers’ needs
    NEEDS and systems

     Lack of communication Skills: Regarding product,


    price and product alternatives

     Lack of Sales Skills: Inappropriate communication


    about loyalty programs and not leveraging cross-
    selling opportunities

     Lack of Interpersonal Skills: Lack of smile,


    Absence of the name badge etc.

    4
    ALIGNING  Flexibility and adaptability to market

    STRATEGIC GOALS trends and customer needs


    WITH  Highly trained employees, good
    TRAINING NEEDS communication skills and emphasis
    on teamwork
     Increase in the Employee
    Satisfaction Levels
     Improved recruitment and selection
    process

    5
    ADDRESSING THE
    NEEDS
    Skills Required Training Cost Training Delivery
    TRAINING PROGRAM Method
     Communication For the overall
     Sales program ▪ The trainings will be
    2% of the revenue conducted in a
     Interpersonal
    is insufficient so it staggered manner so
    Skills
    needs to be that the skills learnt
     Teamwork during the program
    increased in order
    to align the can be applied on the
    training needs with job simultaneously
    the strategy ▪ Training hours should
    700-1600 euros be decided keeping in
    per session mind the rush hours
    (approx.) at the pharmacy
    6
    THANK YOU

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