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Customer service

Improve customer service and relations.

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Customer service

Delivering the goods, but who should pay?

What impact has the big chains charging for deliveries had on smaller pharmacies? Sasa Jankovic reports

19 Sep 2019 , 4 Min Article

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Business environment

Knowing me, knowing you

What makes one pharmacy different from others? Understanding consumer loyalty can help, and a net promoter score is one way to measure it 

05 Feb 2019 , 2 Min Article

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Customer service

Body language

This bite-sized learning module considers the impact of body language on customer consultations and ideal techniques.

20 Sep 2018 , 5 Min Module

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Customer service

Communication skills

This bite-sized learning module considers the skills required for effective discussions with customers, patients and colleagues.

22 Sep 2017 , 900 Min Module

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Customer service

Will pharmacy have access to patient records?

Access to patient records may sound like a faraway aspiration, but this could soon be in the pharmacists’ hands

 

07 Sep 2017 , 4 Min Article

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Customer service

Consumers deserve new rights, says government

Plans will give stronger protection to customers with cause to complain

 

07 Sep 2017 , 1 Min Article

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Customer service

Listen up!

This learning module considers the skills required for effective active listening in pharmacy, such as asking questions.

12 Aug 2016 , 5 Min Module

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Customer service

Master a skilful ending

This learning module considers the skills of closing a consultation to ensure a customer understands their treatment plan. 

24 Jun 2016 , 900 Min Module

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Customer service

Meeting customers' needs

Many pharmacies forget to take steps to ask customers what they want more of from the pharmacy

31 May 2016 , 900 Min Module

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Customer service

Structured questioning at the counter

This looks at the process of questioning for giving advice or recommending a product

31 May 2016 , 900 Min Module

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Customer service

Improving customer service

Beat your competitors: valuable rules for improving customer service

31 May 2016 , 900 Min Module

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Financial Management & Funding

A business checklist

Use this to review your pharmacy business: finance, customers and operations

31 May 2016 , 900 Min Module

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Customer service

How can I change behaviour?

Patient consultations: techniques for changing people’s behaviour

31 May 2016 , 900 Min Module

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Customer service

Listen, explain, plan

This learning module considers the skills of explanation and planning to best support customers during consultations.

23 May 2016 , 900 Min Module

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Customer service

CPPE: Handling difficult discussions

CPPE's 'Dealing with difficult discussions' programme equips pharmacy teams to manage difficult discussions in pharmacy practice.

19 May 2016 , 1 Min Article

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Customer service

Building strong relationships

This service excellence learning module considers the importance of building stronger relationships with your customers.

18 Apr 2016 , 900 Min Module

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