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Grow Your Pharmacy by Presenting Solutions to Customer Problems
For instance, never say “you are out of refills” unless you follow it with “but don’t worry, I am going to contact your doctor for you and when I hear back I will give you a call. If you need a few tablets to hold you over it’s no problem”. Or don’t say “we are out of stock on your medicine” without saying “but it will be in first thing tomorrow and we will deliver it for you.” Furthermore, the sooner the problem is communicated the better. We should not wait until the patient makes a trip to the store only to tell them there is a problem.
Over the next few days, listen carefully to how the staﬀ communicates issues to your patients. Great service demands that we be great problem solvers. As amazing as it seems, these simple rules will greatly increase your customer service and set you apart from the competition.
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