Receiving Flashcards
What are the pharmacy serivices with direct patient interactions?
● Immunization
● Patient Counseling
● Extended Pharmacy Services
● Clinical Pharmacy Services
● Pharmacovigilance
What is customer service?
The act of taking care of the customer’s needs by providing quality service and assistance
Is there a universal definition of customer service?
There is no universal definition of good and bad customer service
What is the customer?
The most important person in the company that we are dependent on.
Describe the impulsive and friendly type.
easy to persuade
Describe the deliberatetype.
usually does research
What are the types of confident and decided acting customers?
decided/pre-sold customers
confident with concerted
Describe decided/pre-sold customers.
already know what to purchase
What are the types of undecided and uncertian customers?
conformist
shopping
causual lookers/window shoppers
Describe conformist type.
follows standard
Describe shopping type
examines and hunts for products
Describe the friendly and talkative customers.
wants to establish relationships
List the different customer service standards. (10)
reliability
resoponsiveness
assurance
empathy
tangibles
friendliness
fairness
control
options
information
Reliability description.
Receiving the promised service dependently and accurately
responsiveness description.
Receiving help and promote service
assurance description.
Knowledgeable and courteous employees who convey trust and confidence
Empathy description.
Caring, individualized attention
appreciating a patient’s circumstances and feeling without criticism or judgement
Tangibles description
The appearance of physical facilities, equipment, personnel, and communication materials
Friendliness description
Polite and courteous treatment
Fairness decription
Fair treatment from service providers
Control description
The patient’s or customer’s need to have an impact on the way things turn out
Options description
The patients or customer’s need to feel that other options are available
Information description
The patient’s or customer’s need to be educated and informed about products, policies, procedures
How can the reliability standard be met?
Accurate prescription filling and patient counselling
How can the responsiveness standard be met?
staff who are eager to help patients and customer any way they can
How can the assurance standard be met?
Hire staff that are knowledgable about the location of products in the store and help customers find products.
How can the empathy standard be met?
Acknowledging that patients may be sick, scared, confused, worried, and responding to their feeling
How can the tangibles standard be met?
Using spare minutes in the day to wipe shelves or counters
providing medication information that is easy to understand and read.
How can the friendliness standard be met?
Friendly and upbeat staff
calling patients by their name
having packages ready as patients and customers walk to the counter
How can fairness standard be met?
Help patients and customers when they arrive
How can the control standard be met?
Letting patients know that the remainder of a partial fill will not be available for two days
How can the options standard be met?
Ordering products for patients and customers when necessary
How can the information standard be met?
Patient counseling
What are the purposes of standards?
ensure quality service
reliability
evaluation of efficiency
builds trust and confidence
What is service failure?
Failing to meet the expectations of a patient or customer
What is service criticality?
magnitude of the consequences of a potential service failure to the patient or customer
What is the range of service criticality in pharmacy?
inconvenient - very serious
Examples of inconvenent service failure.
long wait for prescription
partial fill due to limited stock
Examples of very serious service failure.
giving pt wrong drug or dose
What are high-criticality service failures?
errors that are:
emotionally disturbing
life-threatening
Example of high-criticality service failure.
catastrophic prescription errors
What is servicce recovery?
correcting service failure
What are the pharmacy principles.
Personalized care
Helpful information
Active listening
Respect privacy
Medication expertise
accessibility
customer centric approach
your feedback
What is the customer satisfaction system?
greet
value
ask
listen
help
invite
What does communication effectiveness consist of?
7% verbal
38% tone of voice
55% nonverbal language
What is the problem solving formula?
understand the problem
identify the casue
discuss possible solutions
solve the problem
How do you understand the problem?
get all the facts
listen non-defensively
repeat the problem back
How do you identify the cause of the problem?
find out what happened and what should have happened.
find out what went wrong
How do you discuss possible solutions?
suggest options
ask for customer ideas
agree on best course of action
How do you solve the problem?
remove the cause
take corrective action
BOUNCE BACK’ with SERVICE
Sorry
Expedite solutions
Respond to customer
Victory to customer
Implement improvement
Communicate results
Extend the outcome
HEART complaint handling
Hear complaint
Empathize
Apologize
Restate problem
Thank and take action
CLEAR complaint handling
Calm
Listen
Empathize
Apologize/acknowledge
Resolution
What are the sins of service? (8)
apathy
brush-off
coldness
condescension
robotism
rule book obsession
runaround
lack of knowledhe
