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Dispensing Lab > 1 - Principles of Good Customer Service > Flashcards

1 - Principles of Good Customer Service Flashcards

1
Q

Enumerate the standards patient use to evaluate services

A

Reliability
Responsiveness
Assurance
Empathy
Tangible
Friendliness
Fairness
Control
Options
Information

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2
Q

What do patient keep in their head, and they grade you on the basic needs (standards) that they require

A

Invisible Report Card

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3
Q

What Standards Patent Use to Evaluate Services

A

Patients keep an “Invisible Report Card” in their head, and they grade you on the basic needs (standards) that they require
They are not going to overtly ask for those standards

However they are going to evaluate you for accuracy, empathy, fairness and responsiveness.

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4
Q

Waste no time arguing what a good man should be. Be one

A

Marcus Aurelius

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5
Q

Enumerate when customer survice goes wrong

A

Service Failure
Cervice Criticlly
Service Recovery

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6
Q

Failing to meet the expectation of the patient

A

Service Failure

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7
Q

Refers to the magnitude of the consequences of a potential service Failure to the patient or customer

A

Service Criticality

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8
Q

Is the attempt to correct the service Failure and make things right for the patient

A

Service Recovery

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9
Q

Requires more than correcting the error and making things right, but requires going above and beyond to satisfy the patient

A

Service Recovery

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10
Q

Enumerate the outcomes of service Failure and service delivery

A

Satisfaction
Word of Moth
Trust
Customer Retention

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11
Q

Can be defined as the extent to which patients needs and wants are met

A

Satisfaction

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12
Q

Occurs when patients provide each other with information about products or services in a noncommercial way

A

Word of Mouth

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13
Q

Just as with negative word-of-mouth, it similarly has been found that the trust in the organization can be hard to regain even with strong recovery efforts in the event of sever services failure

A

Trust

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14
Q

Stay or find another provided

A

Customer Retention

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15
Q

Customer complaints are a _____ ___ of the service industy

A

Natural part

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16
Q

Does having an avenue for complaints important for a pharmacy?

A

Yes

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17
Q

Can prove to be a great siurce of information, innovation, and inspiration. That is because you can discover problems you did not know existed

A

Complaints

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18
Q

Enumerate the eight principles for constructively dealing with customer complaints

A
  1. View Complaints as Gifts
  2. Make it easy for customer to complain
  3. Identify the elemts of the complaint
  4. Thank customer for complaining
  5. Sincerely Apologize
  6. Fix the problem
  7. Practice Prevention
  8. Follow-up
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19
Q

Enumerate reasons why patients become difficult to handle?

A
  1. Patients likely view their medications as “Negative Goods”
  2. Patients may already come in with “Negative perceptions” of the price of medicines, their other health care professionals
  3. Patents may be symptomatic and “not feeling well”
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20
Q

what are the 6 step process of dealing difficult patients

A
  1. Let the customer vent
  2. Avoid getting trapped in a negative filter
  3. Express empathy to the patient
  4. Begin active problem solving
  5. Mutually agree on the solution
  6. Follow-up
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21
Q

Principles of interpersonal communication

A
  1. The message
  2. The receiver
  3. Feedback
  4. Barriers
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22
Q

The element that is transmitted from one person to another

A

The Message

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23
Q

can be thoughts, ideas, emotions, information, or other factors can be transmitted both verbally (by talking) and non-verbally (by using facial expressions, hand gestures, etc.)

A

Message

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24
Q

Receives the message from the sender

A

Receiver

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25
It is your job to decode the message and assign a particular meaning to it.
Receiver
26
The message you always consider the verbal and non-verbal components of the message sent.
The receiver
27
Process whereby receivers communicate back to senders their understanding of the sender's message
Feedback
28
In interpersonal communication, individuals are constantly moving back and forth between the roles of the receiver and sender
Feedback
29
affect the accuracy of the communication exchange
Barriers
30
Receiving the promised service dependably and accurately
Reliability
31
Accurate prescription filling and patient counseling
Reliability
32
Receiving help and prompt service
Responsiveness
33
Eagerness to help patients anyway they can
Responsiveness
34
Knowledgeable and courteous employees who convey trsut and confidence
Assurance
35
Staff who are knowledgeable about location of products in the store
Assurance
36
Caring, Individualized attention; appreciating a patient's circumstance and feelings without criticism or judgement;
Empathy
37
Acknowledging that patients may be sick, scared, confused, worried, and responding to their feelings
Empathy
37
The appearance of physical facilities, equipment, personnel, and communication materials
Tangibles
38
Using spare minutes in the day to wipe shelves or counters; providing medication information that is easy to read and understand
Tangibles
39
Polite and Courteous treatment
Friendliness
40
Friendly and upbeat staff; calling patients by their name; having packages ready as patient walks to the counter
Friendliness
41
Fair treatment from service providers
Fairness
42
Helping patients in order of their arrival at the pharmacy
Fairness
43
The patient's need to have an impact on the way thigns turn out
Control
44
Letting patients know that the remainder of a partial fill will not be available for two days
Control
45
The patient's need to feel that other options are available
Options
46
Ordering products for patients when necessary
Options
47
The patient's need to be educated and informed about products, policies, and procedures
Information
48
Patient counseling and patient information to take home
Information
49
Patients not getting what they expected or were promised Service Failure Service Criticality Service Recovery
Service Failure
50
having to wait long than they expected or were promised Service Failure Service Criticality Service Recovery
Service Failure
51
Rude, patronizing, or indifferent treatment from a pharmacy staff member Service Failure Service Criticality Service Recovery
Service Failure
52
A car dealer forgetting to wash your car as promised during servicing has a ? Service Failure Service Criticality Service Recovery
Low service criticality
53
A serious car accident due to fixing your brakes incorrectly during that servicing has a? Service Failure Service Criticality Service Recovery
High service criticality
54
Does high service criticality means the more serious the service failure?
Yes it is directly proportional
55
Loud noises in the Pharmacy
Barriers
56
Safety glass partition between pharmacist and patient
Barriers
57
Patient has disabilities
Barriers
58
"cant do" attitude or a "sorry, it's our policy" response from a pharmacy staff member
Service Failure
59

Dispensing Lab (16 decks)

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