putting customers first even in difficult...

Putting Customers First Even In Difficult Situations

Lindsay Cizek-Cribb, RPhTech, CPhT

NAPT Fall ConferenceSeptember 16th, 2017

Objectives

•Describe ideal customer service skills for a professional pharmacy technician.

• Identify why customers sometimes behave in challenging ways.

•Review techniques to utilize in handling stressful and difficult situations in the pharmacy.

Self-Assessment Questions

• Which of the following is an incorrect customer service statistic?• Most customers will switch companies due to poor customer service.• Most satisfied customers will share their experience with people they know.• Most situations that resulted in a poor customer experience cannot be resolved in the first interaction.

• Which of the following can affect how a customer behaves in a situation?• Recent or current diagnosis and disease state.• Current medication regimen and treatment.• Previous poor experience at the pharmacy.• All of the above.

• Which of the following is a technique that can be utilized in handling a stressful situation in the pharmacy?• Thoughtfully responding instead of inappropriately reacting to a difficult situation.• Ignore the customer and walk away to get the pharmacist in charge.• Hurriedly complete what you are working on so that you can address the situation.

What is customer service?

• How a company deals with its customers BEFORE, DURING and AFTER a purchase or use of a service.

• A SERIES of ACTIVITIES designed to enhance the level of satisfaction—that is, the feeling that a product or service has met the customer’s expectation.

• Excellent customer service is the ability of an organization to CONSTANTLYand CONSISTENTLY exceed the customer’s expectations.

• Delivered in a TIMELY basis, performed in a PROFESSIONAL manner, and with the highest QUALITY possible.

• It is a proactive attitude that can be summed up as: I CARE and I CAN DO.

What do customers want?

It’s simple: TO BE TREATED WELLMost customers will leave if they do not feel they are being treated well. Customers expect to interact with people who exhibit the highest level of care, concern, and compassion.

A few service features that customers value are:Attention QualityRespect InnovationSpeed Reliability

Why does customer service matter?

It take 12 positive experiences to make up for 1 unresolved negative experience.


News of bad customer service reaches more than twice as many ears as praise for good

customer service.


3 in 5 Americans (60%) would try a new brand or company for a better customer

service experience.

Living in the “Age of the Customer”

What is our challenge?

Ideal Customer Service

• Smile! Immediately greet the customer in a positive manner. Use positive words.

• Have patience. The customer is the most important person in any business.

• Don’t interrupt the customer. It is important to let a customer express their thoughts and opinions.

• Use a person’s name. The most important word to a customer is their name.

• Withhold judgement. It is important to treat each customer with respect regardless of their circumstances.

• Ask questions. Ask the right questions to get feedback from your customers.

• Ask permission. It is important that the customer feels in control of their healthcare.

Ideal Customer Service

• Be attentive. Be sure to answer all of the customer’s questions.

• Use clear communication. Speak slowly and clearly at a reasonable volume and watch your tone of voice.

• Open dialogue. Give the customer an opportunity to ask questions or to make any clarifications if needed. Follow up communication is a way to stay in touch.

• Be courteous. You should demonstrate concern and a desire to provide excellent customer service.

• Avoid distractions. Every customer deserves your undivided attention.

• Say Thank You. Always end a conversation with an additional offer to help and deliver a “Thank You” when finished.

Types of Communication

Verbal CommunicationRefers to the words we use to communicate a message.

Non-Verbal CommunicationAll aspects of communication other than the words themselves.

Verbal Communication

What to say:

Please.

Thank you.

I can/will.

How may I help?

I understand how you feel.

Would you mind?

That is a great question.

Verbal Communication

What not to say:You don’t understand.

I don’t know.

I can’t.

It’s no big deal.

Calm down.

We’ve been very busy.

Our system is really slow.

That’s not my job, responsibility, or department.

Non-Verbal Communication

Empathy

The action of understanding, being sensitive to, and identifying with the feelings, thoughts, and situations

of another person.

“Your customer doesn’t care how much you know until they know how much you care.”

Damon Richards

Walking a Mile in the Customer’s Shoes

Have you ever stopped to think about the reasons why a pharmacy customer

might behave in a challenging way?

Who are your customers and why are they visiting the pharmacy?

Recently diagnosedDiagnosed with a terminal illnessLiving with a life-altering condition or disease stateCaregiver of a family memberIn pain, discomfort or not feeling wellElderly, hard of hearingSpecial needsIlliterate or non-native speakersChildren or teenagers

Potential Customer Frustrations

Cost of medications

Prior authorization requirements

Insurance changes

Access to medication

Side effects of medications

Use of medical jargon

Past pharmacy experience

Challenges our Customers Face

Financial burden Public ridicule

Missed work or loss of job Insurance coverage

Hospitalization Multiple doctor visits

Unable to drive No cure or relief

Body limitations Comorbidities

Ongoing health issues Understanding

Disconnection from family or friends

Symptoms Customers May Have

Tiredness Stunted physical growthPain InfertilityImpaired cognitive ability Interrupted sleepPhysical impairment Muscle weaknessNausea ImpulsivityHeadache AnxietyJoint stiffness Hearing loss

Why do we label a customer as being difficult?

Angry Impatient

Upset Suspicious

Indecisive Short tempered

Frustrated Not listening

Talkative Not understanding

Know it all Intimidating

Difficult Situations

Always Put the Customer FirstEven In Difficult Situations

Techniques for Handling an Upset Customer

Remain Calm and Control Yourself• Don’t take the customer’s actions or words personally.

• Never argue with customers when they are angry, displeased, or complaining. If you allow a customer to push your buttons and lose control of yourself, you’ve lost control of the situation.

• When people are sick, their well being is affected and they may become emotionally unstable or vulnerable to many obstacles. We should be more patient and understanding.


Listen and Let the Customer Vent• Sometimes customers just want to be listened to, acknowledged,

and understood. Tune in to the customer; don’t look for the nearest exit. Never ignore the customer or walk away.

• By patiently and actively listening to the customer’s concern you will not only gather information on how you can help the customer, but you may also diffuse the customer’s frustration.

• Once you’ve identified the customer’s problem, it’ll be easier for you to find a solution to help fulfill the customer’s needs.


Sympathize and Apologize• Apologize and find a way to recognize the customer’s frustrations

and use empathetic phrases. Thoughtfully respond to the situation.• I can see why you feel that way. I see what you mean. That must

be very upsetting. I understand how frustrating this must be. I’m sorry about this.

• Whatever you do, never say uncomplimentary things about your organization or argue with the customer.


Solve the Problem• Whenever possible, present options for making the situation

right and let the customer choose the solution that best meets his or her needs.

• When the problem is solved, ask the customer if he or she is satisfied with the solution.

• Don’t make promises you can’t keep.


Thank the Customer• Thank the customer for their time, patience, understanding,

or even for simply raising an important issue.

• Encourage the customer to come back.


Follow Up• Whatever promises you make to the customer to resolve the

issue, be sure to follow up.

• Call when you said you would call. Even if you don’t have the resolution, let the customer know you’re sticking to your word.

• This shows the customer that his/her business is important to you and you’re actively working towards getting things fixed.


Learn From Mistakes• Dealing with each customer should be a learning experience.

• Customer feedback should be viewed as an opportunity for improvement.

• Do everything you can to correct a situation and this will help with future encounters.

• Keep improving in areas you have control of.


I’m mad!

I can help!

ROLL PLAYING

Handling Pharmacy Stress

Don’t become the reason for the difficult situation.

We all have bad days. Difficult situations can affect your attitude and interactions with customers. Try to consider and treat each customer and each situation as unique.

Be honest and don’t blame the customers when you’re the one having a bad day.

Causes of Stress in the Pharmacy

Importance of Stress Awareness

Stress Toolkit for Pharmacy Practice

Option 1

• Breathe in deeply

• Pause for a count of three

• Breathe out slowly

• Pause for a count of three

Option 2

• Breathe in “Calm…”

• Breathe out “down…”

Questions?

Self-Assessment Questions

• Which of the following is an incorrect customer service statistic?• Most customers will switch companies due to poor customer service.• Most satisfied customers will share their experience with people they know.• Most situations that resulted in a poor customer experience cannot be resolved in the first interaction.

• Which of the following can affect how a customer behaves in a situation?• Recent or current diagnosis and disease state.• Current medication regimen and treatment.• Previous poor experience at the pharmacy.• All of the above.

• Which of the following is a technique that can be utilized in handling a stressful situation in the pharmacy?• Thoughtfully responding instead of inappropriately reacting to a difficult situation.• Ignore the customer and walk away to get the pharmacist in charge.• Hurriedly complete what you are working on so that you can address the situation.

THANK YOU!

EVERYONE YOU MEET IS FIGHTING A BATTLE YOU KNOW NOTHING ABOUT.BE KIND.ALWAYS.

♡

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