This module looks at delivering excellence customer service as a delivery driver.You should complete this module after completing modules 1 and 2.

During this module we will cover:

• The importance of effective communication skills
• Dealing with difficult customers
• Handling complaints
• Promoting the pharmacy and its services

Experiencing great customer service is a good feeling and as a customer if you have a positive experience you are more likely to use the service again. Excellent customer service is hugely valuable and in an ever increasing competitive environment customers are highly likely to move their business elsewhere if they offer a better level of service.

Those involved in delivering medicines to customers are essentially the ‘face of the pharmacy’. A customer may not have any other face to face contact with the pharmacy team, so you are representing the pharmacy and therefore the service you deliver is critical. It is important to remember that good customer service isn’t limited to your interaction with customers but begins with your appearance. Statistics show that on average a customer will make their first impressions within seven seconds; therefore your personal image is essential and you must ensure you look presentable, clean and tidy at all times.