Managing Difficult Customers
Angry Customer Summary
You’re doing great.
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Angry Customer Summary
| Do | Don't |
| Put safety first | Raise your voice |
| Stay calm | Tell the customer to "calm down" |
| Listen actively to the customer | Put yourself in an unsafe position |
| Be empathetic | Patronise the customer |
| Focus on resolving their original issue | Use unprofessional language |
| Follow your pharmacy's policy | Ignore policies |
Don’t worry, you can come back and finish the assessment in your own time.