The State Pharmaceutical and Medical Supply Corporation (State Pharma) has announced that it is seeking a party to develop customer service Standard Operating Procedures (SOPs) and train its staff.
According to the Terms of Reference (TOR) released with the announcement, the successful bidder will be required to raise the standard of customer service staff working at the corporation’s pharmacies and teach them the skills needed to deal with customers.
Training the management to prepare the SOPs is also part of the work.
The successful bidder will be required to develop SOPs covering a range of areas, starting with delivering professional service to customers.
These include greeting customers, managing queues and using time efficiently.
The SOPs will also cover providing information to those who call or submit enquiries online, as well as informing customers about items that are not available.
Other areas include assisting customers with enquiries related to Aasandha and payments, and handling returned items and refunds.
The procedures will further cover receiving complaints, resolving concerns of dissatisfied customers and managing difficult customers.
Gathering customer feedback, following up with customers and protecting the confidentiality of customers’ personal information are also among the areas to be included.
In addition, the successful bidder will be required to train the corporation’s staff in the skills needed to deal professionally with customers at one of its busiest pharmacies in Malé.
State Pharma operates as the national pharmaceutical company, running pharmacies that supply medicines and medical products to the public.
The initiative is aimed at improving customer service standards across State Pharma’s pharmacies, ensuring a better experience for the public.
