Objectives
Objectives
It is important when working within a pharmacy that you are able to deal with different types of customer effectively. As with any service industry, the probability of having to manage some more challenging situations is likely. In pharmacy this can be further amplified due to the heightened emotional states of those sometimes using the service, for example if they are unwell, on medication or a carer for someone in that situation.
Objectives
By the end of this module you will be able to:
- Recognise the different types of challenging situations you may encounter in a pharmacy.
- Apply tactics to calm down an angry or aggressive customer.
- Communicate effectively with those with different emotional states.
- Deal proactively with complaints to achieve a positive outcome.