Dispensing Lec - M1

Main Elements of Good Customer Service

• Costumer Relationships

• Staff

• Complaints

• Products

Customer Relationships

• greet customers and approach them in a way that is natural and fits the individual situation,

• show customers that you understand what their needs are,

• accept that some people won't want your products and concentrate on building relationships with those who do,

• help people - even just letting a customer know about an event that you know they're personally interested in is helpful,

• continue to keep customers aware of what's in for them to do a business with you.

Staff

If you want to provide the best customer service, all of your_______ need to have good communication and sales skills.  You will also need to show leadership by personally providing excellent customer service at all times.  

Complaints

• Listen to customer ______; you may learn something about your product or service.  Let customers know that you appreciate feedback.

         

• Overcome any objections.  Listen to what the customer is objecting about (often price, merchandise or time).  Confirm the validity of each concern and offer a solution.

Products

• Know your _______ - where everything is located, brand names, place of manufacture and price.  The more you know, the more confidence you can build in the customer.

         

• Recognize _____ features.  Turn these features into benefits for the customers.  Ensure your staff can tell customers about the product features and benefits.

Types of Customer Encountered in a Pharmacy

• The Patient Customer

• The Talkative Customer

• The Demanding Customer

• The Indifferent Customer

• The Irate Customer

The Patient Customer

• They are the ones who line up in the drugstore and _______ wait for their turn to be attended to.

• They take time to listen during patient counselling and so they are able to receive important information about their medicine.

• They are the easiest customers to deal with, and the ones you're always motivated to serve better.

The Talkative Customer

• Customers who are quite candid in conversation are also common.

• Being ____ in the sense of being communicative is certainly a good thing especially if the customer is communicating the status of their health, how they are responding to their prescription medicines, and if they are experiencing any adverse effects with their drugs.

• These kinds of information are very important to us pharmacists because we are able to find out how effective their medication is and how well they are responding to their medicines.
  

The Demanding customer

• The right amount of being _______ is an attitude that any customer must learn to have. After all, the money you pay for any product or service is hard-earned money.

• The situation is different though, when you have a customer who thinks he owns the drugstore and believes he is "entitled" to good customer service and thus must be treated like royalty.

• Being _______ not only takes  away the chance of good customer-pharmacist relationship but also dampens the mood for what could have been a great round of patient counseling. 

• This type of customer is probably the most challenging test to a pharmacist's professionalism but the key is to give the customer what he wants right away while giving him as much information as you possibly can.

The Indifferent Customer

• This is a type of customer who walks into the drugstore and do not care at all whether you put out good (or bad) service for them.

• _______ customers would approach with neither a smile nor a frown, making it difficult to tell if they are happy with your service, or simply disgusted with it.

• They also pose a challenge to the professionalism of a pharmacist because it is difficult to set a rapport with them.

• _________ customers are still customers and pharmacists must find creative ways on how to deal with them the right way.

The Irate Customer

• This is a customer who is simply fuming mad about a something, whether it would be about the prices of medicines, or uncovered medications, or some other concerns.

• The _____ customer is simply the toughest challenge one can encounter inside  the drugstore.  Extra care  with less judgement is necessary when dealing with these kind of customers.

• The key to a good customer service is building good relationships with your customers.  Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression.   A happy customer will return often and is likely to spend more.

PRINCIPLES OF GOOD CUSTOMER SERVICE

• The drugstore is one of the best places to meet various types of people with different personalities. Through the years, one must learn how to deal with these different types of patients/customers.

Types of Customer Encountered in a Pharmacy