Managing Difficult Customers

All sectors of the service industry have difficult customers and community pharmacy is sadly no exception. In this module we shall look at how we can manage these customers effectively as well as managing our own emotions.

Juliana White , 22 Oct 2024 28 Min Module

28 Min

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Managing Difficult Customers

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In Counter Excellence

To complete this module, you should already be familiar with how to provide good customer service and how to communicate with customers effectively. You may also find these training materials useful if you need a refresher:

Customer Service and Selling Skills

Body Language

Objectives:

· To manage customer expectations and problems constructively.

· To recognise the different types of difficult customer and how to communicate effectively with each type depending on their needs.

· To use de-escalation techniques to manage customers.

· To learn how to manage ourselves in a positive fashion after interactions with difficult customers.

Don’t worry, you can come back and finish the assessment in your own time.

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Managing Difficult Customers 28 Min

Start

Managing Difficult Customers

All sectors of the service industry have difficult customers and community pharmacy is sadly no exception. In this module we shall look at how we can manage these customers effectively as well as managing our own emotions.

Start

Managing Difficult Customers

Start

In Counter Excellence

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