As a pharmacy technician, you no doubt are skilled in dispensing drugs. But how well do you deal with the customers who walk up to you?
The first thing you need to realize is that these are not (only) customers, they are patients.
True, some of them may be coming in for non-prescription drugs/over-the-counter products, supplements and the like, but they are all taking them because they don’t feel well somewhere in their body.
You are the next best thing to a doctor, and its best to know that a sick person is already an aggravated person.
Any small thing that you do that doesn’t seem right will make them unhappy. As a pharmacy technician, you need to know that every single interaction you have with customers is a chance for you to help them feel better.
21 Tips for Great Retail Customer Service
Here are some things that you can do so that your customers will always prefer to be served by you and no one else:
Smile when they walk in. Look at them in the eye. This way, they know that your smile is genuine and they will open up right away. They will feel free to talk to you, and you in turn will feel more motivated to help them because you are already in a better frame of mind.
Be considerate. The people who walk up to you, as we mentioned, are sick. How about being really observant and noticing if someone needs to sit as you serve them? They will greatly appreciate this because they are probably in so much pain that you have just given them some relief.
Have some water handy and if someone comes in looking like they are not doing too well, ask them if they would like some water. If is often great for getting someone to feel a little better.
No matter what a customer says, you really have no idea what their situation is. Do not argue and do not raise your voice for whatever reason. Always be calm. Sometimes it may seem like someone has no right to treat you the way they do, but they are going to be gone in a few minutes. Serve them politely and let them go.
You will be getting a lot of senior customers as a pharmacy technician. Adjust your language and your manners for their sake at least when they are around. They are sensitive to the way the younger generation talks and some of them get ticked off.
Be proactive. Never let someone stand around looking lost, because maybe they have no idea what to do or what to ask for. Always ask customers how you can help them.
Whatever kind of drug someone needs, you should never show a reaction on your face as to what you think of that drug. If an old man comes in wanting Viagra, be courteous, give it to them and let them be on their way without making them feel self conscious.
As a pharmacy technician, one of the greatest things that you can do for your customers is listening. You need to hear what they have to say, understand their questions and answer as best as you can. If you really can’t answer their question, escalate it to a supervisor/manager or pharmacist or offer to call their doctor – whatever you do, get it resolved.
Sometimes you will be talking to a customer and the phone rings. Let it ring until you are done. Unless the customer allows you to answer it, attend to them because their physical presence is much more important than the ringing phone.
Never banter and chat with other technicians about outside-of-work stuff while serving customers. It’s very annoying for a customer to be served by someone who is talking about how great last night’s party was. The same goes for the phone – don’t have personal conversations on your cell phone while serving customers.
It doesn’t matter if a customer walks in right at the time when you are supposed to take a break. Serve them and take your break later.
There is no answer like “I don’t know”. If you have to say it, immediately follow with “but I can find out”.
Speed is of the essence in a pharmacy. Some pharmacies have a habit of keeping people waiting for hours. If you can, come up with a minimum time within which each client must be served.
You may not have a certain drug in store but you may be able to borrow it from another pharmacy. Explain to a customer that if they can come back later, you’ll have it for them. When they leave, make sure to send a driver for the medication so that when they return they’ll find it there.
Some customers, especially in pharmacies, talk a lot. Serve them as courteously as you would any other customer and then tell them that they have to excuse you because you have to serve other people. Don’t let them monopolize other people’s time.
Never announce to the entire waiting area that a customer’s credit card has been declined. Tell it to them quietly and politely and ask them if they have an alternative method of payment.
If someone is pregnant or has a sick, crying baby, consider serving them first and letting them be on their way. Other people usually understand.
People walk in with all kinds of ailments. Never discuss them in front of other customers.
Always explain dosages despite the fact that they’re well indicated on the packaging.
A lot of times when people walk into a pharmacy, they are not feeling well and are bound to leave an item or two behind. Have a lost and found box so that those who come looking can get their items back.
Lastly, smile as you say goodbye, and let them know to take care!
If you practice all these customer service tips as a pharmacy technician, you will have customers who simply love to be served by you!
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