Objectives

Cegedim Healthcare reminds us that great customer experience leads to repeat business. In a 2022 survey 89% of customers said they’d be more likely to make another purchase following a positive customer service experience. Excellent customer experience increases revenue, maintains customer loyalty, and improves your overall business strategy.

Within this training module the following specific areas will be covered:

• What is customer engagement.
• Why customer engagement works.
• Examples of customer engagement in your pharmacy.
• Implementing a customer engagement strategy in your community pharmacy.

There are also many counter excellence courses that can all be found within the Counter Excellence part of the NumarkNet training platform that should be completed in conjunction with the customer engagement course to ensure quality customer engagement is achieved. This then benefits both customer and pharmacy alike. The courses include:

• Challenging Situation
• Mental Health Awareness + Managing stress
• Abuse or Misuse of over the counter OTC medicines
• Customer service + selling skills
• Chaperoning in the pharmacy
• Retail Laws
• The Medicines Sales Protocols