Customer Service

Question 1

how should you respond to a call that requires the pharmacist to handle it?

Answer 1

• tell the patient nicely “one moment please. the pharmacist will help you with that.”
• put on hold and tell pharmacist.
• keep an eye on the blinking light, make sure it’s not forgotten

Question 2

T/F: professional communication is also showing in the form of auxiliary labels.

Answer 2

true.
- selecting and providing auxiliary labels for prescriptions is another mechanism of communicating important information to the patient

Question 3

what are the eight guidelines for if you are the first responder in a critical moment?

Answer 3

1. listen to patients entire story
2. echo patients points, showing you care and identify with the problem
3. use calm tone and relaxed body language
4. do not make excuses
5. do not argue
6. do not try to minimize the problem
7. if possible, assure the patient you will find the cause
8. resolve the problem as positively as possible

Question 4

what are three types of calls that you can handle yourself?

Answer 4

1. patient calling for refills
2. patients who have no more refills and ask us to call their doctor
3. patients calling to check if RX is ready

Question 6

T/F: a critical moment is when prescriptions are not ready on time, misplaced, or patients are overcharged.

Answer 6

False.

A critical moment is a serious error with either the label, drug, strength or form.

Question 9

what does it mean in adopting a positive attitude when handling problems?

Answer 9

that you do not offer excuses or lay blame on someone else when things go wrong

Question 12

what is the main reason customers take their business elsewhere?

Answer 12

employee indifference/unconcerned

Question 13

what 3 patient expectations can you help meet in the dispensary?

Answer 13

1. highest quality of professional service
2. Pleasant staff
3. minimal waiting time

Question 14

what 4 types of calls must be transferred to the pharmacist?

Answer 14

1. prescribers calls
2. information/emergency calls
3. calls from other pharmacies
4. calls about RX errors

Question 15

what do customer service experts agree must be done to provide the best possible customer care?(2)

Answer 15

• satisfy the customers needs

- create a warm and satisfying report between customers and pharmacy staff.

Question 16

why are patients the most important people in your day?

Answer 16

patients depend on the pharmacy for service, more importantly, the pharmacy depends on patients for its existence.

Question 17

your goal is to meet patients needs and wants with the caring attitude. Especially during what specific situations?(3)

Answer 17

• when patients do not understand that their prescriber must be called before you can fill a Rx
• when patients feel their not being taking care of quickly enough
• when patients get confused about medication prices or brand switches

Question 18

T/F: inform the pharmacist immediately of any misfills or other serious problems. Do not try to handle the situation yourself

Answer 18

True.

Question 19

other than verbal in what form does professional communication occur?

Answer 19

written patient information provided in the waiting area, or specifically with each prescription filled

Question 20

why must critical moments be handled expertly and professionally?

Answer 20

so the pharmacist-patient relationship is not harmed

Question 21

what is an example of a critical moment?

Answer 21

an error with the label, drug, strength or dosage form

Question 22

T/F: anyone can handle a critical moment as long as the pharmacist is informed

Answer 22

false.

only a pharmacist should handle the more serious moments.

Question 23

what are the two messages that excuses send?

Answer 23

1. we may have done it, but it’s not our fault

2. we sometimes out of control in this pharmacy

Question 24

how would you respond to a call you can handle yourself but need to get information?

Answer 24

• “let me check that for you. Can you hold please” “thank you for holding”
• end call by thanking for calling

Question 25

research shows that words carry only about ______% of the spoken message

Answer 25

10 to 15%

Question 27

why echo the patients points back to them?

Answer 27

referred to as reflective listening, this technique feeds back to patients what has just been told to you.

Question 28

T/F: answer the phone promptly, by the second ring at the latest.

Answer 28

false

by the third ring at the latest. doing so projects an image of efficiency.

Question 30

how are overcharges and prescriptions not ready resolved?

Answer 30

• immediately correct overcharges on a Rx

- immediately prepare Rx that was not filled before it’s scheduled pick up time

Question 31

what should you do if you’re unable to resolve a problem?

Answer 31

referring to the pharmacist

Question 32

what guidelines must be followed when receiving a phone call?

Answer 32

- give the caller a chance to speak - do not interrupt and do not become distracted - speak clearly and distinctly - show interest in tone of voice. Be pleasant but sound natural. - speak at a moderate speed, so callers can follow the conversation

Question 33

T/F: critical moments can become opportunities to improve patient relations

Answer 33

true - if handled correctly - usually patients will except your willingness to cooperate and to make amends if you take complaints seriously, express the pharmacies regrets, and act immediately.

Question 34

how do you answer the phone?

Answer 34

immediately identify your store, department, name, position and offer a service. For example: @Brown's drugs, prescription department. This is Janet, the pharmacy technician. May I help you?"

Question 35

Low prices and flashy promotions result in loyal return customers

Answer 35

false one of the most important aspects of your job is serving people warmly and courteously. Patient satisfaction results in loyal return customers.

Question 37

why is it important to have a critical moments as indicated?

Answer 37

- can be an opportunity to improve patient relations | - if handled inappropriately, may lodge a formal complaint to MPA and disciplinary measures taken against the pharmacist

Question 42

what are some reasons customer stop going to a pharmacy?

Answer 42

1% die 3% move 5% don't care 9% find lower prices 14% become dissatisfied with the product line 68% leave because of employee indifference

Question 44

T/F: approximately 35% of the message is delivered in the tone of voice, and 50% by posture and gestures.

Answer 44

true

Question 45

in a competitive marketplace, patients do the pharmacy a favor by coming in. Therefore and serving patients you must offer what kind of service?

Answer 45

courteous and attentive service | -regardless of the patient or situation your challenge is to satisfy each patient's needs

Question 50

what are 3 ways you can show patients you care and are giving them your full attention?

Answer 50

- tone of voice - eye contact - body language