Customer Service - Dr. Z

Match the following

• Reliability

• Staff who are eager to help patients and customers any way they can

• Responsiveness

• Acknowledging that patients may be sick, scared, confused, worried, and responding to their feelings

• Empathy

• Accurate prescription filling and patient counseling

• Tangibles

• Staff who are knowledgeable about the location of products in the store and help customers find products

• Assurance

• Using spare minutes in the day to wipe shelves or counters; providing medication information that is easy to understand and read

Receiving the promised service dependably and accurately is

• Reliability

• Assurance

• Empathy

• Responsiveness

• Tangibles

Match the following

• Information

• Patient counseling and patient information to take home

• Control

• Letting patients know that the remainder of a partial fill will not be available for 2 days

• Fairness

• Helping patients and customers in order of their arrival at the pharmacy

• Options

• Friendly and upbeat staff; calling patients by name; having packages ready as patients walk to counter

• Friendliness

• Ordering products for patients and customers when necessary

Which of the following is/are unique to high criticality situations?

• Compensate for emotional costs with an apology

• Assure them that that the system will not be fixed, as it is their fault.

• Give financial settlements

• Roll out the red carpet to the nearest pharmacy. Good riddance.

• Lie about what happened if it may cost your license.

When dealing with a high criticality situation you do not need to use the same strategies as seen in the low and mid criticality

• True

• False

Which of the following is FALSE about dealing with difficult patients?

• Tell them you have a special filing cabinet for their complaints -- the trash.

• Let the customer vent

• Express empathy

• Use fight phrases such as, "Like I said" or "Cool story bro"

• Tell the customer they can take your job if they want to complain

Reorder the following steps to dealing with difficult patients

• Let the customers vent

• Avoid getting trapped in a negative filter and express empathy

• Begin active problem solving

• follow up

• Mutually agree on a solution

Select all that would lead to a staff with good customer service.

• Reward employees who take the extra time and effort to please patients.

• Empower employees to solve patient problems.

• Get feedback from employees.

• Make customer service the manager's job only.

• Treat employees fairly.

Only the managers are responsible for good customer service

• True

• False