Dealing with the Problem Customer: Helpful Hints for Pharmacy Technicians

A day in the life of a pharmacy technician typically goes hand in hand with dealing with all kinds of customers, most of whom may be challenging or angry. It is an essential practice for pharmacy technicians to handle difficult customer situations in a manner that creates a positive environment within the facility and patient satisfaction. 

Here are some practical tips on how pharmacy technicians can deal with challenging situations while being professional and empathetic:

Keep Calm and Professional

The first thing to do when a customer complains is keep your cool. It is natural to feel defensive or frustrated, but reacting emotionally will only escalate the situation. Just take a deep breath and stay focused on being professional. This should diffuse tension and let them know that you’re in control.

Listen Actively

Active listening is essential when dealing with an angry customer. Let them describe the issue without interrupting them. Nod, keep eye contact, acknowledge their concerns, and pay attention to maintaining open body language. Such an attitude will help you understand the matter more clearly and make the customer feel that he matters or that his views matter.

Empathize and Show Understanding

Empathy is the most critical strategy in handling demanding customers. Acknowledge their feelings and validate their concern. “I understand how frustrating this must be for you,” or “Sorry you’re having this problem.” Such acknowledgments can often go a long way to mollify an angry customer. Empathy helps establish rapport and may shift a negative interaction into a positive one.

Find a Solution

If you understand the customer’s problem, then work for a solution. Explain to him the steps, how, and when. Give expectations, such as whether it will take time or when the pharmacist will help him. You are being proactive about resolution, proving you care about helping him.

Setting Limits

Empathize and be accommodating, but set limits. If the customer becomes abusive or unreasonable in their demands, clearly state acceptable behavior and what you can reasonably do to help their issue. For example, “I want to help you, but I cannot if you continue to speak to me this way. Let’s work together to find a solution.”

Practical Tips on How to Deal with Difficult Customers

• Remain Calm and Professional: Calm down, and do not react emotionally.
• Active Listening: Allow the customer to speak without interruptions, with reassurance that you are listening.
• Show Empathy and Understanding: Acknowledge feelings and validate their concerns.
• Find a Solution: Resolve the issue and communicate how one will go about it.
• Set Reasonable Limits: Clearly outline what is acceptable and what you can reasonably do to help, all done with a calm head.
  

Enroll Today at Northwest Career College

If you have a passion for caring for others and are interested in the healthcare career field, you may want to become involved with the pharmacy technician. Northwest Career College provides an all-inclusive program for becoming a pharmacy technician, structured to make students successful professionals upon graduation.
The Northwest Career College’s Pharmacy Technician program emphasizes the soft skills of communication and customer service required to elicit customers in challenging cases. By entering this program, you will confidently gain the knowledge and expressiveness to undertake pharmaceutical technician work.