First steps
01
Let your customer communicate how they feel. Giving them the time and space to air their feelings and ‘vent’ often helps them to move towards a resolution.
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02
Say sorry. Even if you believe you and the pharmacy are not at fault, apologising for the situation will show the customer that you support them and care about the problem.
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03
Listen carefully to receive and correctly interpret what the customer is saying and get all the facts. This will be important to resolving the situation and passing on the customer’s key points to your manager and pharmacist. Maintain eye contact and adopt open body language too.