Managing Difficult Customers
What Do We Mean by Difficult Customer?
Looking After Ourselves
Looking After Ourselves Scenario
General Pointers for Difficult Customers
The Aggressive, Demanding or Bullying Type Customer
Empathy and Sympathy
If the Customer Doesn't Calm Down
Angry Customer Summary
Angry Customer Scenario
The Complainer Customer
Complainer Multichoice
The Indecisive Customer
Indecisive Scenario
The Know-it-all Customer
Know-it-all Scenario
The Uninterested Customer
Uninterested Customer Multi Choice Question
The Talkative Customer
The Talker Multichoice
The Embarrassed Customer
Embarrassed Customer Quiz
Angry Customer Summary
Keep going!
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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.