PLAN DE ESTRATEGIAS DE ATENCIÓN PARA INCREMENTAR LA SATISFACCIÓN DE LOS CLIENTES DE LA FARMACIA DERMATOLÓGICA SAN PEDRO, CHICLAYO

The objective of the research was to propose a plan of care strategies to increase the satisfaction of clients of the dermatological pharmacy San Pedro, Chiclayo 2020. The methodology was descriptive with a quantitative approach and a non-experimental cross-sectional design. The sample consisted of 118 clients to whom a survey was applied, and the administrator to whom an interview was applied. The results showed that customers consider that shopping at the pharmacy has not been a more satisfactory experience in relation to others, it does not provide a better service than its competition, the information provided is correct but the consultation and waiting time is not adequate, the products are always available and the workers have sufficient knowledge to offer the products. On the other hand, the pharmacy does not have organizational objectives and the mission focus is very vague, and it is also not clear what it is that the organization wants to achieve in the next 5 years. The tastes and preferences and level of customer satisfaction are not evaluated. There are no skills development programs, communication and the level of trust among workers is low. Lastly, staff are not trained and there is no reward and recognition plan. It is concluded that if the company applies the research proposal it will be able to improve the level of customer satisfaction.