New Trends in Pharmacy New Trends in Pharmacy Management WorkshopManagement Workshop

12-13 March 201112-13 March 2011

Customer Service Techniques For Customer Service Techniques For PharmacistPharmacist

Lara AbbasiLara Abbasi

COURSE OVERVIEW:COURSE OVERVIEW:

This course is designed to help This course is designed to help pharmacist and Assistant pharmacist pharmacist and Assistant pharmacist to improve their customer service to improve their customer service effectiveness. This course will focus effectiveness. This course will focus on tackling difficulties of effective on tackling difficulties of effective customer service by sharpening customer service by sharpening staff’s telephone and face-to- face staff’s telephone and face-to- face customer service skills.customer service skills.

OUTLINE:OUTLINE:

ObjectivesObjectives IntroductionIntroduction Customer Service Mission StatementCustomer Service Mission Statement Interacting With CustomersInteracting With Customers Face-to-Face Customer ServiceFace-to-Face Customer Service Telephone Customer ServiceTelephone Customer Service The Difficult/Angry CustomerThe Difficult/Angry Customer ConclusionConclusion

COURSE OBJECTIVES:COURSE OBJECTIVES:

By the conclusion of this course, By the conclusion of this course, participants should be able to …participants should be able to …

· Identify invaluable skills for interacting · Identify invaluable skills for interacting with customerswith customers

· Identify appropriate face-to- face · Identify appropriate face-to- face customer service practicescustomer service practices

· Explain the standards for telephone · Explain the standards for telephone customer servicecustomer service

· Describe approaches for handling · Describe approaches for handling difficult/angry customersdifficult/angry customers

IntroductionIntroduction

CustomerCustomer- A person or group with - A person or group with whom a business has dealings with, whom a business has dealings with, i.e. paying customers, insurance i.e. paying customers, insurance companies/agents, doctors, companies/agents, doctors, pharmacists, distributors (vendors).pharmacists, distributors (vendors).

).

Customer serviceCustomer service- The act of serving a - The act of serving a customer; everything you do to add value to customer; everything you do to add value to your core product or service. Customer your core product or service. Customer service is everything you do to add value to service is everything you do to add value to your core product or service.your core product or service.

Good customer service can set one business Good customer service can set one business apart from other competitors (apart from other competitors (Fisk, 1995Fisk, 1995). ). It can result in increased sales from existing It can result in increased sales from existing customers and bring in new customers customers and bring in new customers through good word of mouth.through good word of mouth.

According to Orvel Ray Wilson (According to Orvel Ray Wilson (19961996) ) in “in “A Crash Course in Customer A Crash Course in Customer Recourse”Recourse”,,

If someone has a good experience If someone has a good experience at your place of work, they will at your place of work, they will tell at least three people, while a tell at least three people, while a disgruntled customer will tell disgruntled customer will tell twelve people about an unpleasant twelve people about an unpleasant experience with a company.experience with a company.

Who pays our salaries?Who pays our salaries?

* The customers do.* The customers do. Without customers, you wouldn’t have a Without customers, you wouldn’t have a

job. In a sense, customers are your job. In a sense, customers are your employers and you must do all you can employers and you must do all you can to keep these individuals or groups to keep these individuals or groups satisfied to the fullest extent; therefore, satisfied to the fullest extent; therefore, your real job is to instill in the customer your real job is to instill in the customer the highest level of end-result the highest level of end-result satisfaction. satisfaction.

In some work settings, customer In some work settings, customer service only becomes an issue when a service only becomes an issue when a complaint is received. Then customer complaint is received. Then customer service functions are implemented to service functions are implemented to resolve the problem; only after it has resolve the problem; only after it has already occurred. The best approach already occurred. The best approach to avoid any discontent invoked by to avoid any discontent invoked by the initial problem is to practice good the initial problem is to practice good customer service from the start. customer service from the start.

“ “Helping people spend their time, Helping people spend their time, effort and/or money efficiently is effort and/or money efficiently is what good customer service is all what good customer service is all about and what business is, and has about and what business is, and has always been, about” always been, about”

GENERAL CUSTOMER GENERAL CUSTOMER SERVICE MISSION SERVICE MISSION

STATEMENTSTATEMENT All customers are entitled to be All customers are entitled to be

treated in the following manner…treated in the following manner… With quality products and servicesWith quality products and services With full focus and attentionWith full focus and attention With the freedom to ask questions With the freedom to ask questions

and receive appropriate feedbackand receive appropriate feedback With the right to file a complaint if the With the right to file a complaint if the

company/employee has made an errorcompany/employee has made an error With respect, fairness, and courtesyWith respect, fairness, and courtesy

Invaluable Skills for Invaluable Skills for Interacting With CustomersInteracting With Customers

Whether helping customers face-to-Whether helping customers face-to-face or speaking with them on the face or speaking with them on the phone, it is important to use good phone, it is important to use good manners and enthusiasm. To win a manners and enthusiasm. To win a customer over, you need to establish customer over, you need to establish a rapport early on. This can be done a rapport early on. This can be done by letting them know you genuinely by letting them know you genuinely care and want to help.care and want to help.

Have a good attitude. Have a good attitude. Service begins Service begins with attitude. If you have a positive with attitude. If you have a positive attitude, you’ll find being friendly and attitude, you’ll find being friendly and helpful comes naturally. Only about 20% helpful comes naturally. Only about 20% of your customers will give you a tough of your customers will give you a tough time. So why let such a small time. So why let such a small percentage of them ruin your entire percentage of them ruin your entire day?day?

Customer service is 80% attitude and Customer service is 80% attitude and 20% technique: 80 + 20=100% service20% technique: 80 + 20=100% service

Make a lasting first impression. Make a lasting first impression. Customers will form an initial Customers will form an initial impression and make judgments about impression and make judgments about you in the first three to four seconds you in the first three to four seconds after they meet you or talk to you on after they meet you or talk to you on the phone.the phone.

Make eye contact and smile. If you Make eye contact and smile. If you can’t help a customer right away, let can’t help a customer right away, let them know you will be with them as them know you will be with them as soon as possible. What ever you do, soon as possible. What ever you do, don’t ignore your customers.don’t ignore your customers.

Go for the quick fix. Go for the quick fix. Customers Customers don’t like to wait, especially when don’t like to wait, especially when they have a problem they need you they have a problem they need you to solve. Begin trouble shooting with to solve. Begin trouble shooting with the customer right away. A prompt the customer right away. A prompt partial solution is better than a full partial solution is better than a full resolution that takes a long time. resolution that takes a long time.

Always follow up. Always follow up. If you promise to If you promise to look into something for a customer, look into something for a customer, do so, and do it promptly. Keep the do so, and do it promptly. Keep the customer updated. Such customer updated. Such thoughtfulness will score you big thoughtfulness will score you big points points

Talk the talk. Talk the talk. Make sure dialogue is as Make sure dialogue is as effective as possible. Choose your words effective as possible. Choose your words carefully. Choose words that reflect a service carefully. Choose words that reflect a service attitude. The very way you say something is attitude. The very way you say something is important. For example, “important. For example, “May I help youMay I help you?” ?” does not sound as friendly or complete as does not sound as friendly or complete as ““How may I help youHow may I help you?” Other service friendly ?” Other service friendly phrases include:phrases include:

““I apologize for the inconvenience.”I apologize for the inconvenience.”““Thank you for taking the time to let me know.”Thank you for taking the time to let me know.”““I don’t know the answer right now, but I’d be I don’t know the answer right now, but I’d be

happy to find out for you.”happy to find out for you.”

Show some empathy! Show some empathy! Empathy is more Empathy is more than sympathy. It means understanding than sympathy. It means understanding the needs of your customers. Your the needs of your customers. Your customers will be more impressed by customers will be more impressed by how much you empathize than by how how much you empathize than by how much you know. No one likes having much you know. No one likes having their questions met with an apathetic or their questions met with an apathetic or rude response. A little human concern rude response. A little human concern goes a long way; especially when you are goes a long way; especially when you are trying to win over customers.trying to win over customers.

Heed customer criticism. Heed customer criticism. If If customers constantly make the same customers constantly make the same complaints, it’s a sign that your complaints, it’s a sign that your service system needs improvement. service system needs improvement. Make sure this feedback gets in the Make sure this feedback gets in the hands of the proper policy makers.hands of the proper policy makers.

Let them down easily. Let them down easily. If you have to decline a If you have to decline a customer request to uphold company policy, do so in a customer request to uphold company policy, do so in a gentle way( Not Giving discounts)gentle way( Not Giving discounts)

Briefly explain, without being defensive, why the Briefly explain, without being defensive, why the policy exists and how it protects the customer, i.e. “we policy exists and how it protects the customer, i.e. “we established this policy to protect customer established this policy to protect customer confidentiality.”confidentiality.”

When possible, offer the customer an alternate When possible, offer the customer an alternate solution.solution.

Avoid being excessively apologetic to the point your Avoid being excessively apologetic to the point your apology sounds defensive or false. apology sounds defensive or false.

Express your disappointment at not being able to Express your disappointment at not being able to meet the customer’s needs.meet the customer’s needs.

All’s well that ends well. All’s well that ends well. Last Last impressions are just as important as impressions are just as important as first ones. Make sure customers first ones. Make sure customers leave or hang up the phone on a leave or hang up the phone on a positive note. Stay friendly, maintain positive note. Stay friendly, maintain eye contact (if in person), and eye contact (if in person), and remember to say “thank you”,remember to say “thank you”,

“ “come/call again”, and “goodbye” come/call again”, and “goodbye”

Quality Face-to-Face Customer Quality Face-to-Face Customer ServiceService

Customers will remember the way you Customers will remember the way you treated them for a long time. Their treated them for a long time. Their first impression of you and the first impression of you and the business for which you work will business for which you work will determine whether they will bring determine whether they will bring their business to you again.their business to you again.

When a customer comes in person to When a customer comes in person to drop off a prescription, pick up a drop off a prescription, pick up a prescription, or for any other reason, prescription, or for any other reason, you must be aware of the customer’s you must be aware of the customer’s expectations of his/her visit to your expectations of his/her visit to your work setting. Employees should make work setting. Employees should make special effort to take note of people special effort to take note of people who enter their place of work. It is who enter their place of work. It is important to immediately make the important to immediately make the customer feel welcome.customer feel welcome.

let’s discuss what experiences a let’s discuss what experiences a customer would wish to steer clear of customer would wish to steer clear of during a visit.during a visit.

Consider the following:Consider the following: Being forced to wait in a long lineBeing forced to wait in a long line Being ignoredBeing ignored Being waited on by a poorly informed Being waited on by a poorly informed

staff memberstaff member Being treated in a casual manner or as Being treated in a casual manner or as

if you are an unimportant customerif you are an unimportant customer

The following appropriate The following appropriate standards for face-to-face standards for face-to-face customer service should customer service should be practiced at all times.be practiced at all times.

Never ignore a customer. Never ignore a customer. Acknowledge anyone who the Acknowledge anyone who the pharmacist encounter swithin 30 pharmacist encounter swithin 30 seconds.seconds.

Thank customers who have waited, Thank customers who have waited, no matter how long the wait.no matter how long the wait.

Greet customers with a smile and eye Greet customers with a smile and eye contact. contact. Even if you don’t feel like smiling, Even if you don’t feel like smiling, get in the habit of doing it anyway. Believe it get in the habit of doing it anyway. Believe it or not, smiling can help you relax and can or not, smiling can help you relax and can positively influence your mood. Any smile positively influence your mood. Any smile (even a half a smile) is more appealing than a (even a half a smile) is more appealing than a grouchy mood, shrug, or sigh. grouchy mood, shrug, or sigh.

It is also important to maintain eye contact It is also important to maintain eye contact with your customers when greeting and with your customers when greeting and speaking to them, for drifting eyes indicate a speaking to them, for drifting eyes indicate a drifting mind.drifting mind.

Keep an open eye on customer Keep an open eye on customer service areas. service areas. There is nothing There is nothing worse for a customer than waiting worse for a customer than waiting on employees to approach the on employees to approach the customer service area after customer service area after socializing or chatting with other co-socializing or chatting with other co-workers. Make sure to be at or near workers. Make sure to be at or near the customer service areas at all the customer service areas at all times.times.

It’s all in the name. It’s all in the name. If you think you If you think you might be doing business with a might be doing business with a customer again (and it is hoped that customer again (and it is hoped that you will), try to remember the you will), try to remember the customer’s name and any special customer’s name and any special information about their needs. information about their needs. Customers feel important when you Customers feel important when you show that you remember them from a show that you remember them from a previous visit to your work previous visit to your work environment. environment.

NOTE: NOTE: It is always best to address a It is always best to address a customer by their last name (i.e. customer by their last name (i.e. Mr., Mrs., Miss Smith), unless the Mr., Mrs., Miss Smith), unless the customer requests otherwise.customer requests otherwise.

Actions speak louder than words. Actions speak louder than words. When a customer asks for directions When a customer asks for directions (e.g., location of a product), do not (e.g., location of a product), do not just point toward the appropriate just point toward the appropriate area., take the initiative to walk the area., take the initiative to walk the customer to where he/she needs to customer to where he/she needs to go.go.

People first, paper second. People first, paper second. Rather than Rather than answer customers’ questions by handing answer customers’ questions by handing them a brochure or information card, take them a brochure or information card, take the time to personally help them. Walk the the time to personally help them. Walk the customer through the brochure, pointing customer through the brochure, pointing out important information. Instead of out important information. Instead of immediately asking for information to fill immediately asking for information to fill out your paperwork, i.e. “What’s your date out your paperwork, i.e. “What’s your date of birth, etc?”,of birth, etc?”,

take the time to foster a relationship with take the time to foster a relationship with the customer.the customer.

NOTE: Remember to always ask NOTE: Remember to always ask customers before they leave the customers before they leave the prescription counter if there are any prescription counter if there are any questions about their medication(s). questions about their medication(s). All questions specific to prescription All questions specific to prescription and over the counter medications and over the counter medications should be directed to the pharmacist should be directed to the pharmacist or assistants. Cashiers should not or assistants. Cashiers should not answer any customers questions.answer any customers questions.

When you go the extra mile for the When you go the extra mile for the customer, you can’t go wrong! customer, you can’t go wrong! Follow the golden rule as it relates Follow the golden rule as it relates to customer service; “Do unto others to customer service; “Do unto others as you would have them do unto as you would have them do unto you.”you.”

Standards for Telephone Standards for Telephone Customer ServiceCustomer Service

Inevitably, the phone will ring while you Inevitably, the phone will ring while you are involved in another activity. As a are involved in another activity. As a result, many employees view the phone result, many employees view the phone call as an interruption; something that call as an interruption; something that should be dispensed with as quickly as should be dispensed with as quickly as possible. But telephone customer service possible. But telephone customer service is just as important as any other activity is just as important as any other activity that you might be engaging in on a day-to-that you might be engaging in on a day-to-day basis. Let us begin our investigation day basis. Let us begin our investigation into telephone customer service standards into telephone customer service standards by defining what should be avoided.by defining what should be avoided.

The following are telephone The following are telephone service problems the caller service problems the caller

wishes to avoid:wishes to avoid: Waiting while the phone rings continuouslyWaiting while the phone rings continuously Being greeted in a cursory or rude fashionBeing greeted in a cursory or rude fashion Being transferred to someone who is not Being transferred to someone who is not

available or to someone who cannot help available or to someone who cannot help themthem

Being placed on “hold” for a long period of Being placed on “hold” for a long period of timetime

Getting the call transferred several timesGetting the call transferred several times

Good telephone customer Good telephone customer service consists of the service consists of the

following: following: Answer the phone promptly. Answer the phone promptly. The The

customer is calling for some sort of customer is calling for some sort of assistance. The longer you let the assistance. The longer you let the phone ring, the more impatient the phone ring, the more impatient the customer gets. Answering the phone customer gets. Answering the phone quickly (preferably by the second quickly (preferably by the second ring) shows your concern for the ring) shows your concern for the customer on the other end, and it customer on the other end, and it also portrays you as efficient.also portrays you as efficient.

Identify yourself and the Identify yourself and the pharmacy name immediately. pharmacy name immediately. In In addition to this being the polite and addition to this being the polite and professional way to answer the professional way to answer the phone, it confirms to the customer phone, it confirms to the customer that they have reached the number that they have reached the number that they intended to call.that they intended to call.

Be friendly. Be friendly. Sounds simple, but this Sounds simple, but this is often forgotten. Start with a helpful is often forgotten. Start with a helpful and friendly attitude. Practice if you and friendly attitude. Practice if you need to, but always make it a need to, but always make it a practice when you pick up the phone. practice when you pick up the phone. When you’re on the phone, your voice When you’re on the phone, your voice always sounds exactly like your face always sounds exactly like your face looks. All the more reason to keep looks. All the more reason to keep smiling- it relaxes your vocal chords!smiling- it relaxes your vocal chords!

Have all your resources available. Have all your resources available. When your customer calls with a When your customer calls with a question or a problem, the last thing question or a problem, the last thing they want to do is wait for you to be they want to do is wait for you to be prepared to help them. Being prepared to help them. Being unprepared gives the impression unprepared gives the impression that you don’t know what you are that you don’t know what you are doing.doing.

Indicate your regret when applicable. Indicate your regret when applicable. There There are times when the customer needs reinforcement are times when the customer needs reinforcement from you. It may be due to frustration with the from you. It may be due to frustration with the problem they are calling about. It is important to problem they are calling about. It is important to recognize when you should express regret, and do recognize when you should express regret, and do so in a genuine manner. The following are some so in a genuine manner. The following are some typical guidelines:typical guidelines:

If the customer was disconnected from an earlier If the customer was disconnected from an earlier callcall

If the customer claims that somebody made a If the customer claims that somebody made a mistakemistake

If the customer has been on hold a long timeIf the customer has been on hold a long time

Use the caller’s name. Use the caller’s name. When ever When ever possible, use the customer’s name possible, use the customer’s name on the phone. Calling the customer on the phone. Calling the customer by his/her name shows that you are by his/her name shows that you are interested and attentive to him/her.interested and attentive to him/her.

Don’t interrupt. Don’t interrupt. Interrupting a Interrupting a customer only sends the message customer only sends the message that you are not polite or sensitive to that you are not polite or sensitive to what the customer needs. It also what the customer needs. It also implies that you are not listening and implies that you are not listening and that you might be missing a critical that you might be missing a critical piece of information. Wait until the piece of information. Wait until the customer stops talking and then get customer stops talking and then get the information that you missed.the information that you missed.

Get as much information as Get as much information as quickly as possible. quickly as possible. Request Request information as soon as possible. Ask information as soon as possible. Ask for prescription number or for prescription number or customer’s date of birth, telephone customer’s date of birth, telephone number and any other pertinent number and any other pertinent information as soon as you can.information as soon as you can.

Speak clearly to make yourself Speak clearly to make yourself understood. understood. If you are trying to If you are trying to help solve a problem with a help solve a problem with a customer, speak slowly to be sure customer, speak slowly to be sure you are not misunderstood.you are not misunderstood.

Transfer a call only when absolutely necessary. Transfer a call only when absolutely necessary. Try to resolve the customer’s concern yourself. If you Try to resolve the customer’s concern yourself. If you need to transfer a call, follow this protocol:need to transfer a call, follow this protocol:

Explain the need to transfer and why.Explain the need to transfer and why. When transferring, announce the call to the person When transferring, announce the call to the person

you are transferring to and make sure the caller has you are transferring to and make sure the caller has the correct number to call if they are disconnected for the correct number to call if they are disconnected for any reason.any reason.

If you have to transfer an upset caller to a coworker, If you have to transfer an upset caller to a coworker, be sure to “warn” your coworker. If you can, explain be sure to “warn” your coworker. If you can, explain the customer’s situation to your co worker to save the the customer’s situation to your co worker to save the customer from repeating the story and getting upset customer from repeating the story and getting upset again.again.

Hang up gently. Hang up gently. There is nothing There is nothing worse than hearing a phone worse than hearing a phone slammed in your ear! Let the slammed in your ear! Let the customer hang up first. Wait one customer hang up first. Wait one second, and then hang up the phone second, and then hang up the phone gently.gently.

Handling The Difficult/Angry Handling The Difficult/Angry CustomerCustomer

It is inevitable that you will come into contact It is inevitable that you will come into contact with customers who are frustrated, angry, with customers who are frustrated, angry, and purely unpleasant to deal with; however, and purely unpleasant to deal with; however, it is essential that you are able to respond to it is essential that you are able to respond to even the most difficult customer in a way that even the most difficult customer in a way that not only addresses the customer’s problems not only addresses the customer’s problems efficiently, but will also direct them toward efficiently, but will also direct them toward reasonable solutions. Your first response to reasonable solutions. Your first response to any customer that complains to you should be any customer that complains to you should be to thank him/her for advising you of the to thank him/her for advising you of the situation and apologize situation and apologize

When you apologize, you acknowledge that When you apologize, you acknowledge that the customer has had an unpleasant the customer has had an unpleasant experience and you express your personal experience and you express your personal concern. It doesn’t mean you are accepting concern. It doesn’t mean you are accepting blame for the situation.blame for the situation.

Remember, you cannot correct problems Remember, you cannot correct problems unless you are aware of them. Respond as unless you are aware of them. Respond as quickly as possible to resolve the problem.quickly as possible to resolve the problem.

A customer who has their complaint A customer who has their complaint satisfactorily resolved is five times as likely satisfactorily resolved is five times as likely to buy from you again! (Wilson, 1996)to buy from you again! (Wilson, 1996)

What is your view for handling a tough What is your view for handling a tough customer? Do you (Check off any of the items customer? Do you (Check off any of the items below that match your personal philosophy)…below that match your personal philosophy)…

View a customer with a problem as a pain in the View a customer with a problem as a pain in the neck?neck?

Believe that the customer isn’t always right, and Believe that the customer isn’t always right, and sometimes you need to tell them so!sometimes you need to tell them so!

Believe only a saint could avoid letting a moment Believe only a saint could avoid letting a moment filled with angry customers get the best of them.filled with angry customers get the best of them.

If you checked even one of the above items, it’s If you checked even one of the above items, it’s time to transform your ideas about conflict time to transform your ideas about conflict resolution. resolution.

The following is a list of The following is a list of approaches to take when approaches to take when

dealing with the dealing with the difficult/angry customer difficult/angry customer

Let the customer explain. Let the customer explain. Simply Simply listen. People need to air their listen. People need to air their frustrations before they are ready to frustrations before they are ready to hear what you have to say, and you hear what you have to say, and you need to fully understand their need to fully understand their problem before you can help.problem before you can help.

Investigate the situation Investigate the situation thoroughly. thoroughly. Gather all the facts so Gather all the facts so you know what’s happened-and what you know what’s happened-and what actions you need to take. Ask the actions you need to take. Ask the customer to repeat any relevant customer to repeat any relevant information if necessary. Stay information if necessary. Stay neutral and avoid being defensive.neutral and avoid being defensive.

State that you want to help. State that you want to help. Make Make a positive statement such as, “I’d a positive statement such as, “I’d like to help you take care of this…” like to help you take care of this…” Let your customers know that you Let your customers know that you understand their needs and that understand their needs and that their situation is worth listening to. their situation is worth listening to.

Talk in a calm, sincere manner. Talk in a calm, sincere manner. Control your tone without being Control your tone without being falsely calm. Let your warmth and falsely calm. Let your warmth and concern shine through. Focus on the concern shine through. Focus on the customer’s concerns. Avoid blame or customer’s concerns. Avoid blame or insinuation.insinuation.

Empathize with the customer. Empathize with the customer. View the situation from the View the situation from the customer’s perspective. Listen for customer’s perspective. Listen for feelings and perceptions, not just feelings and perceptions, not just words. words.

Neutralize the atmosphere by Neutralize the atmosphere by remaining positive. remaining positive. See a conflict See a conflict as anas an

opportunity to help someone rather opportunity to help someone rather than a problem. People don’t always than a problem. People don’t always mean to be difficult and demanding, mean to be difficult and demanding, but sometimes situations get the but sometimes situations get the best of them.best of them.

NOTE: If the customer is upset due to a NOTE: If the customer is upset due to a discrepancy with his/her medication (i.e. wrong discrepancy with his/her medication (i.e. wrong prescription was filled, incorrect amount of prescription was filled, incorrect amount of pills in the bottle, etc.), immediately direct the pills in the bottle, etc.), immediately direct the customer’s complaint to the Chief pharmacist.customer’s complaint to the Chief pharmacist.

All of these pointers/tactics for dealing with the All of these pointers/tactics for dealing with the angry/difficult customer is a way of putting angry/difficult customer is a way of putting yourself on the customer’s side so you can start yourself on the customer’s side so you can start to work together to solve the problem.to work together to solve the problem.

Do not blame your co workers for the mistake. Do not blame your co workers for the mistake. One of us mistake is everyone’s mistake.One of us mistake is everyone’s mistake.

CONCLUSIONCONCLUSION Friendly, enthusiastic, and courteous customer Friendly, enthusiastic, and courteous customer

service is an essential for dealing with all types of service is an essential for dealing with all types of customers in the pharmacy setting (and any setting); customers in the pharmacy setting (and any setting); whether the customer is a difficult one or a pleasure whether the customer is a difficult one or a pleasure to serve. Good customer service is not something that to serve. Good customer service is not something that should be practiced every once in a while; it is an should be practiced every once in a while; it is an ongoing, long term commitment to all those you come ongoing, long term commitment to all those you come into contact with during your work shift. When good into contact with during your work shift. When good customer service is put to practice, everyone wins. customer service is put to practice, everyone wins. Good customer service builds a sense of trust and Good customer service builds a sense of trust and satisfaction among your customers, while presenting satisfaction among your customers, while presenting your work environment as professional and credible. your work environment as professional and credible. These are the qualities that will retain existing These are the qualities that will retain existing customers and make new customers loyal ones.customers and make new customers loyal ones.

Now that you have completed the “Customer Now that you have completed the “Customer Service Training Course For Pharmacist”, you Service Training Course For Pharmacist”, you will find that applying the skills that you have will find that applying the skills that you have learned will help you consistently meet your learned will help you consistently meet your customers’ needs and exceed their customers’ needs and exceed their expectations. Remember, a satisfied customer expectations. Remember, a satisfied customer will remain a loyal one, so make the will remain a loyal one, so make the commitment and effort to build lasting commitment and effort to build lasting relationships.relationships.

““Continued good service goes hand-in-hand Continued good service goes hand-in-hand with continued good business” with continued good business”