PRELIM 01 - Principles of Good Customer Service

Question 1

Are experts on the actions and uses of drugs, including their chemistry, their formulation into medicines, and the ways in which they are used to manage diseases

Answer 1

Pharmacists

Question 2

Is a fundamental component of pharmacy practice; it refers to the process of preparing and giving medicine to a named person based on a prescription

Answer 2

Dispensing

Question 3

Practice that ensures that the right medicines of desired quality are delivered correctly to the right patient with the right dose, strength, frequency, dosage form, and quantity

Answer 3

Good dispensing practice

Question 4

Is the provision of service to customers before, during, and after a purchase

Answer 4

Customer service

Question 5

Is the ongoing connection between a company and its customers

Answer 5

Customer relation

Question 6

4Ps of good customer service

Answer 6

Promptness, Politeness, Professionalism, Personalization

Question 7

Promise for delivery of products must be on time (4Ps of good customer service)

Answer 7

Promptness

Question 8

Is almost a lost art; it is important throughout the client interaction (4Ps of good customer service)

Answer 8

Politeness

Question 9

All clients should be treated professionally; it includes being polite and respectful, dressing appropriately, and acting within the law and the ethical codes of pharmacy practice (4Ps of good customer service)

Answer 9

Professionalism

Question 10

Is perhaps the simplest thing with the greatest impact; when you personalize every interaction, you make the client feel valued and appreciated (4Ps of good customer service)

Answer 10

Personalization

Question 11

10 core principles of customer service

Answer 11

Speed, Accuracy, Transparency, Empathy, Accessibility, Empowerment, Quality, Respect, Consistency, Accountability

Question 12

Act with urgency and efficiency (10 core principles of customer service)

Answer 12

Speed

Question 13

Is a critical principle for customer service teams to live by; it is important so they can address customer issues effectively (10 core principles of customer service)

Answer 13

Speed

Question 14

Know your products and services (10 core principles of customer service)

Answer 14

Accuracy

Question 15

Support reps should value being knowledgeable and well-versed in the company’s products, business policies, and resources (10 core principles of customer service)

Answer 15

Accuracy

Question 16

Be open and honest (10 core principles of customer service)

Answer 16

Transparency

Question 17

Let customers see that customer service professionals are humans too; good customer service reps believe in this core principle (10 core principles of customer service)

Answer 17

Transparency

Question 18

Show customers you care (10 core principles of customer service)

Answer 18

Empathy

Question 19

Is a great principle to uphold both at work and in life; put yourself in your customers’ shoes and show them that you are invested in seeing them succeed (10 core principles of customer service)

Answer 19

Empathy

Question 20

Make yourself available and easy to find (10 core principles of customer service)

Answer 20

Accessibility

Question 21

Be thoughtful in how you showcase your customer support options; put them in multiple, highly visible places (10 core principles of customer service)

Answer 21

Accessibility

Question 22

Encourage customer autonomy (10 core principles of customer service)

Answer 22

Empowerment

Question 23

Helping customers help themselves should be a core value for any customer service team (10 core principles of customer service)

Answer 23

Empowerment

Question 24

Provide excellent service (10 core principles of customer service)

Answer 24

Quality

Question 25

As someone who works in customer service, you should strive to provide the very best service for your customers (10 core principles of customer service)

Answer 25

Quality

Question 26

Be kind and human (10 core principles of customer service)

Answer 26

Respect

Question 27

Along with empathy, this is another principle that does not just apply to customer service; it all comes down to treating customers the way you want to be treated (10 core principles of customer service)

Answer 27

Respect

Question 28

Maintain process stability (10 core principles of customer service)

Answer 28

Consistency

Question 29

A well-oiled customer service team is built on a solid foundation; in this case, the foundation is made up of processes, procedures, and expectations (10 core principles of customer service)

Answer 29

Consistency

Question 30

Listen and continuously improve (10 core principles of customer service)

Answer 30

Accountability

Question 31

Hold yourself accountable when it comes to providing quality support for your customers; a good way to do this is by asking your customers for feedback (10 core principles of customer service)

Answer 31

Accountability