PECULIARITIES OF CUSTOMER BEHAVIOR AND INFLUENCE OF PSYCHOLOGICAL FACTORS IN THE SERVICE PROCESS

Abstract

As a result of comparing the results of the survey of pharmacists and pharmacy network users, the following important issues were highlighted: A large number of pharmacists believe that it is important to study in-depth the characteristics of the customer's behavior and observe them for effective communication. Most pharmacists believe that their safety is not always ensured by the company's management when they are aggressively pushed by the customer. It is worth noting the fact that one of the important issues is the number of customers and the waiting factor in the pharmacy, most of the pharmacists serve about 50 customers a day, which is, of course, a high number. As we can see from the research since the pressure from the customer is quite frequent on the pharmacists, it would be good if the pharmacy has a timely response to the complaint. Also, the functionality of the technical equipment is always ensured.