Impatient, anxious, even aggressive customers...
There are so many of them and sometimes they put you in a difficult situation.
Situations that cause resentment or even anger
- Many customers in a waiting line.
- Delay in receiving a product or an error of a drug administration.
- The terms and conditions of a drug's insurance coverage have changed.
- Refusal to recommend another generic drug than that prescribed by the doctor, because of unavailability of this formulation.
- Some medicines have been deleted from the insurance cover list.
- Refusal to give psychotropic substances to customers with deprivation syndrome.
The customer is convinced that he is always right.
Especially, when he is angry, it is useless to try to consult him.
You should let him "finish his protest" and then ask him what you could do about his problem.
You should also avoid using expressions such as “please calm down”.
In addition, if you are not able to serve him and deal with his problem immediately, suggest another time when you will be available for him.
It will be a good idea to devote a special time just for him, during a private session.
To avoid tension, adopt a calm attitude: mild tone of voice, slow and clear spoken words, limited gestures, elaborate explanations and repeating the same arguments 2 or 3 times if necessary.
It is necessary to quickly switch roles and become the "savior" of the patient - customer, who will give the ultimate solution.
Empathy above all
Many also believe that difficult customers are largely created due to the atmosphere of the pharmacy and the rigorous, often formal, treatment of customers.
But if you take a friendlier attitude with respect to the customer, conflicts will be less and problems will be easier to manage.
The owner of the pharmacy is therefore responsible for his own staff and should take care to have patient, and kind employees and be very careful in order to avoid irritable, even racist persons.
You need to work on managing difficult customers by discussing with your team, as each case is different and needs to be treated differently.
Difficult customers must be always served by the same employee (the one who is more patient).
What to do
- Show to the customer that you are trustworthy.
- Help them to see the benefits of your own intervention.
- Express your motives and intentions clearly and accurately.
- Keep in touch with the customer.
- Make reference to the laws and the regulations if needed.
- Set the limits.
- Be friendly and kind.
- Show respect to your customers.
- Make him feel safe, supported, protected.
What to avoid
- To get upset.
- To be the dominator.
- To ask a lot of questions (it's better to find a solution).
- To become paranoid.
- Giving up.
- To resign instead of clearing up misunderstandings.
- To adopt an ironic tone.