Desarrollo de técnicas de atención al cliente y negociación para el posicionamiento de la empresa “IBERFARMA S.A” a nivel nacional.

Abstract

The central problem of this project is the absence of negotiation and customer service techniques within the company IBERFARMA S.A, since many of the employees linked to the company have a low productivity due to the absence of new techniques when interacting with customers. To identify the situational diagnosis of the company as well as the strategies used by the staff when offering a service or product, two data collection techniques were applied, the first was through an interview, which was addressed to the commercial manager of the company with the aim of performing a qualitative analysis of the information collected. The second was a field observation, which was applied to the company´s technical staff to subsequently perform a quantitative analysis of the information and thus identify the points that should be reinforced or trained within the areas of negotiation and customer service of the company. The proposal that has been established for this project is the development of a training plan for the company IBERFARMA S.A. Based on the structural organization chart, the departments to which the training program should be applied have been identified, subsequently the plan has been structured in three important aspects: characteristics and programs of the plan, cost and budget analysis, and evaluation of the training program, this will guarantee an optimal negotiation process and customer service by having a highly trained staff.