Tips for Great Customer Service at the Pharmacy

Active Listening and Meeting Customer Needs

Task:

1. Amiva listening Double-click to edit header m carne mw your muff macy. He goes to the pain relief section of the pharmacy and as he looks at the shelves, he holds the small of his back with one hand. You ask him if you can help with anything and Tim begins to tell you about the pain hes been having.

1. When actively listening tolim, what behaviours or words would you use to let him know you are paying him your full attention?

Tutor feedback Tutor enters comments here Type your resubmission work below if needed: Click hereto enter resubmission wo Tim tellsyou he has a pain in his back. He's had this for about three days. The pain comes and goes. He's been taking Paracetamol, but says it's not working.

2. Write two questions you would ask to clarify what Tim has told you. Give specific examples of the words you would use.

3. Write a brief summary of what you would say to check or confirm your understanding when you think you've understood what Tim has said. Write the words you would use.

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Question 2: Giving great service

For each of the following clients, discuss how you would give great service. Assume the client is in the pharmacy without a helper.

1. Mr. Jacobs is an elderly person who has come in to get a prescription filled. You notice that he is leaning heavily on a stick and frequently asking you

2. Lola is an embarrassed teenager looking at personal hygiene products. Write two to three sentences about how you would make Lola comfortable and meet herneeds.

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3. Mrs. Jong comes in with her baby, toddler, and four year old twin boys. The baby and toddler are crying, the boys run through the store and are quickly out of sight, and Mrs. Jong looks tired and worried. She telsyou her baby has just seen the GP, but her English is difficult for you to understand. She has a prescription that the doctor says will make her baby feel better until Mrs. Jong can take him to the paediatric specialist. As you take the prescription from her, Mrs. Jong starts to yell at her twins in a language you don't understand. Write two to three sentences about how you would make Mrs Jong and her children comfortable and meet their needs.

4. Matiu comes in sweating and shivering. He is very pale, verytired, extremely unwell, and he indicatesthat hey/ants to head home as soon as possible. He hands you his prescription. Write two to three sentences about how you would make Matiu comfortable and meet his needs.

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S. Regis working in the hospital pharmacy. Sue, a charge nurse, telephones the pharmacy for a medicine she urgently needs. She has alreadyordered thisfrom the pharmacy and she seems quite stressed that it hasn't arrived at the ward. Describe two things Reg can do to help or reassure Sue. Explain how each is an example of good service.

Question 3: Checking the client understands

Jenny has come in for a worm treatment for her family. She looks stressed and is distracted by hertelephone, which rings almost constantly. Her nanny says her children have been itchy, their appetites are reduced, and theyre crankier than normal. You check the ages of the children. She tells you theyre 8 and 10. You show her a chewable medication that will work for both adults (just in case) and thechildren.

You show Jennythe directionson the box. You point out the main instructions:

• All family members should be treated with a single dose on the same day

• They should take another dose in seven days.

You get the feelingthat Jenny didn't really hear you. How can you check Jenny has understood you? Give two ways, and give examples using the words you would say.