In action
Learning the tools required to provide excellent customer service may seem simple enough. But being confident enough to use them in every customer interaction can be difficult. To help put the customer care pathway into action, think about a customer who asks for a nasal spray to help ease her hayfever symptoms. She has used it before, but has forgotten the name.
By listening to the customer you have established straightaway that she wants a nasal spray and it is for her own use, so the next question will be to confirm her symptoms.
It seems that she suffers from sneezing and a stuffy nose. Next, check if the nasal spray has helped ease her symptoms in the past. From her annoyed tone and crossed arms, you can tell she is dissatisfied.
This could be a cue for you to investigate further and not just sell this customer the product again, as it clearly not working for her. If you are in any doubt at all during the conversation with the customer, politely inform her that you need to seek the opinion of the pharmacist to make sure the product is right for her.
You should:
1: Positively reassure this customer that there are other products available to help ease her hayfever symptoms.
Tell her about the different hayfever products available, such as antihistamine tablets, as well as natural options to relieve nasal congestion such as a spray containing sea water. Use the pack information on the different products to point out the features and the benefits of each. Explain how the product will help ease her symptoms, remembering to avoid using medical jargon, and how she should use it.
This will allow the customer to decide which product(s) are suitable for her. It will also demonstrate your knowledge and build the customer's trust in you.
2: Consider suggesting other products that will help the customer to manage her symptoms.
This could include a barrier gel or spray that stops pollen from entering her nose. Remember to explain why you are recommending these products, so the customer does not just think you're trying to get her to spend more money.
3: Finally, think about the extra advice that you can offer
Such as checking the pollen count on websites (perhaps signposting her to these) or local weather reports, keeping doors and windows shut, and avoiding walking through grassy areas. This adds value to the customer's visit and will help them to manage their condition going forward. It's all part of great customer care.