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Instructions

Being a good problem solver for patients or workplace issues is an important skill for a pharmacy technician. You will often be the bearer of bad news to patients, such as an insurance claim denial, an expensive copayment, or an out-of-stock medication. It is not uncommon to encounter angry customers (or even an angry and frustrated colleague). The customer may be angry prior to even coming into the pharmacy, for reasons unrelated to the pharmacy visit. From reviewing the text and performing an Internet search what are some pros and cons on best ways to handle an angry customer? A frustrated colleague? Lookup the following web link for seven tips: http://www.forbes.com/sites/thesba/2013/08/02/7-steps-for-dealing-with-angry-customers/#563e956e28ad. List the 7 tips and identify which of the tips you think is the most important? Why? Share your findings and any experiences you have personally had with such patients or colleagues.

Answer

Problem-solving skills are essential for any pharmacy technician, and though pharmacists are required to exhibit excellent competency when dealing with customers and colleagues, there are some instances when a customer or a colleague may not be right. There are horrifying reports about obnoxious customers or colleagues who are verbally abusive, excessively demanding or aggressive. Our colleagues and customers are all humans, and they can make mistakes thereby a pharmacist needs to have skills which are significant to handle the situation. A pharmacist needs to use his/her active listening skills. The importance of employing listening skills is that it can present the customer or a colleague with an opportunity to vent and share their emotional upset (Authority, 2018). Listening to a custom...
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