Customer Service/ 6 Pillars Flashcards
What are the 6 pillars?
Attitude, interest, action, verbal language, body language, and tone of voice
As a pharmacy tech you should be able to promote:
Wellness
LISTEN
- Listening is one of the most important skills in communicating
- Stop what you’re doing and focus on the speaker, make sure to actively listen
PROVIDE FEEDBACK
- Ask questions
- Nod in agreement
- Make/Keep eye contact
- Repeat key points
Assess if the issue can be resolved by you
As you repeat the complaint back to the patient, it allows you time to assess if you can solve the issue yourself. If the complaint cannot be resolved by you, involve your RPh
Never argue w/ the customer
Realize that the customer is not upset with you, they are upset with a situation or product that did not live up to their expectations
Do not interrupt an upset customer, always let them finish telling you their concerns
It can be a difficult thing to listen to an angry outburst, but interrupting someone who is already upset sends a signal to them that you are not listening to their complaint and makes them even more upset
Apologize for the patient’s situation
An apology for the patient’s situation is not an admission of guilt, it lets your patient know you have heard their complaint and are sorry they are upset. It also allows a cooling offperiod so the patient can calm down
Repeat the issue back to the customer in a calm voice
This serves two purposes, it lets the customer know you did hear their complaint. It also allows you to understand what the customer really is upset about
Resolve the issue
- If you can resolve the conflict, do so in a professional and compassionate way.
- If a member of management is now involved , stay with the customer even while the individual repeats their concern to the manager. DO NOT interrupt the customer while they are talking to the manager. Wait until either the manager or the customer asks you to participate in the discussion
