Ch 7 Coping With Challenging Customers

Challenging customers

_____________: those customers with problems, questions, fears and personalities that require us to work to achieve true communication (not always someone causing an issue or trouble, could be them going thru something at home)…

Challenging customer

Do not speak ur language, Is a reason a customer may be a _____________…

Challenging customer

Do not have expertise or an understanding of the specific product or situation (whats cholesterol?) Is a reason a customer may be a _____________…

Challenging customer

May be openly hostile, Is a reason a customer may be a _____________…

Challenging customer

Can be visibly upset about something (it may hv nothing to do w/ u or ur company)(bad news from dr appointment), Is a reason a customer may be a _____________…

Challenging customer

May be a very quiet and non communicative (may not talk to u, or answer questions), Is a reason a customer may be a _____________…

Challenging customer

Show an attitude of superiority, Is a reason a customer may be a _____________…

Challenging customer

May be impatient, Is a reason a customer may be a _____________…

Challenging customer

Imply that they are doing u and ur company a big favor by doing business w/ u (i can go to another pharmacy), Is a reason a customer may be a _____________…

Challenging customer

Appear to embody the type of person that u hv a personal bias against, Is a reason a customer may be a _____________…

Challenging customer

Are so nice that u hate to give them bad news (like insurance not working to cover a $400 med), Is a reason a customer may be a _____________…

Challenging customer

Are extremely angry, Is a reason a customer may be a _____________…

Challenging customer

Having difficulty in making decisions (brand or generic, what should I pick?), Is a reason a customer may be a _____________…

Creating a challenging customer

Respecting the customers time (don’t waste their time), Is one of five tips to keep from _____________…

Creating a challenging customer

Do not impose your bad or negative mood on anyone else (don’t tell ppl ur having a bad day, or let them over hear u), Is one of five tips to keep from _____________…

Creating a challenging customer

Recognize regular customers w/ a smile and try to learn their names, Is one of five tips to keep from _____________…

Creating a challenging customer

Avoid destructive remarks (sarcasm), Is one of five tips to keep from _____________…

Creating a challenging customer

Show initiative (show ur willing to try or do something), Is one of five tips to keep from _____________…

Characteristics of a challenging customer

Language and/or cultural barriers, Is one of ten _______________…

Characteristics of a challenging customer

Older customers (service not like it used to be, hearing), Is one of ten _______________…

Characteristics of a challenging customer

Impatient customers, Is one of ten _______________…

Characteristics of a challenging customer

Angry customer, Is one of ten _______________…

Characteristics of a challenging customer

Analytical customer (they prioritize thorough research, evidence, & a rational assessment of a product or service's features & benefits before making a purchase), Is one of ten _______________…

Characteristics of a challenging customer

Noncommittal customers (one who avoids making firm commitments or expressing clear opinions or intentions), Is one of ten _______________…

Characteristics of a challenging customer

Superior customer, Is one of ten _______________…

Characteristics of a challenging customer

Immature customers, Is one of ten _______________…

Characteristics of a challenging customer

Talkative customers, Is one of ten _______________…

Characteristics of a challenging customer

Customers w/ special needs, Is one of ten _______________…

Respect

___________: to give someone special recognition or regard…

Empathy

_________: the ability to understand what someone is experiencing and to take action to assist in resolving the situation…

Responsibility check

______________: assessing a situation and determining who should have responsibility and who really does have the responsibility (who should handle the issue, who/what caued it)…

Something u should do when ur wrong

Reviewing the situation is _____________…

Something u should do when ur wrong

Observe the customers reaction is _______________…

Something u should do when ur wrong

Admit the mistake (don’t hide ur mistakes) is _____________…

Something u should do when ur wrong

Apologize for ur actions or error is _____________…

Something u should do when ur wrong

Find a solution and implement it is ____________…

Cope with challenging customer

Listen, is a super way to _____________…

Cope with challenging customer

Ask questions, is a super way to ____________…

Cope with challenging customer

Show empathy, is a super way to _____________…

Cope with challenging customer

Solve the problem, is a super way to ____________…

Cope with challenging customer

Follow up, is a super way to ___________…

Cope with challenging customer

End on a positive note, is a super way to ____________…

Payoffs of coping w/ challenging customers

By learning to cope with challenging customer, we become more effective and efficient assets to our company and the job that we were hired to perform (gain experience and it gets easier): ___________…

Make sure we get the rx, work on it right away and apologize for the wait

Scenario: customer presents to pharmacy w/ full confidence that his prescription will be ready and waiting for him to pick up. He gives his name and nothing is prepared for him. What do u do? _________________…

Apologize for inconvenience, ask for current insurance card and compare it to what’s in the system to try and figure out the issue

Scenario: customer presents to pharmacy to pick up her rx, abd is notified by the staff that her insurance does not seem to be working, “I always hv trouble here, I didn't hv any trouble at pharmacy XYZ last month”, what do u do? _____________…