STANDARDS FOR THE PHARMACY CUSTOMER SERVICE: OPINIONS OF DIRECTORS AND PHARMACEUTICAL PERSONNEL

Nowadays pharmacy organizations are ac- tively introducing customer service standards into their activity. Efficiency of their introduc- tion depends from the whole range of factors including the recognition of their significance and necessity by every expert.The purpose of the study is to compare the opinions of directors and pharmaceutical per- sonnel about the use of pharmacy organiza- tions activity standards of customer service.50 directors and 50 pharmacy organization workers participated in the questionnaire.The study included the revelation of re- spondents’ attitude towards the service stand- ards, estimation of their positive and negative sides, analysis of the necessary requirements and standards structure, revelation of the mosthard- and easy-to-use sections of service standards.We have established that both categories of respondents noted a big number of positive sides of work following standards, including the influence on the goods turnover, service quality, and customer attraction. But some di- rectors and personnel members were negative or neutral about the service standards. We have revealed that the implementation of standard sections about communication with a customer by the phone and conflict situationsresolution were the biggest problem for the personnel.There are differences in opinions of direc- tors and pharmaceutical personnel about the necessary structure and content of customer service standards in pharmacy organizations. The results obtained should be used for the management functions realization regarding the service standards.

service standard, director, pharmaceutical personnel, pharmacy organization