Receiving

Question 1

What are the pharmacy serivices with direct patient interactions?

Answer 1

● Immunization
● Patient Counseling
● Extended Pharmacy Services
● Clinical Pharmacy Services
● Pharmacovigilance

Question 2

What is customer service?

Answer 2

The act of taking care of the customer’s needs by providing quality service and assistance

Question 3

Is there a universal definition of customer service?

Answer 3

There is no universal definition of good and bad customer service

Question 4

What is the customer?

Answer 4

The most important person in the company that we are dependent on.

Question 5

Describe the impulsive and friendly type.

Answer 5

easy to persuade

Question 6

Describe the deliberatetype.

Answer 6

usually does research

Question 7

What are the types of confident and decided acting customers?

Answer 7

decided/pre-sold customers
confident with concerted

Question 8

Describe decided/pre-sold customers.

Answer 8

already know what to purchase

Question 9

What are the types of undecided and uncertian customers?

Answer 9

conformist
shopping
causual lookers/window shoppers

Question 10

Describe conformist type.

Answer 10

follows standard

Question 11

Describe shopping type

Answer 11

examines and hunts for products

Question 12

Describe the friendly and talkative customers.

Answer 12

wants to establish relationships

Question 13

List the different customer service standards. (10)

Answer 13

reliability
resoponsiveness
assurance
empathy
tangibles
friendliness
fairness
control
options
information

Question 14

Reliability description.

Answer 14

Receiving the promised service dependently and accurately

Question 15

responsiveness description.

Answer 15

Receiving help and promote service

Question 16

assurance description.

Answer 16

Knowledgeable and courteous employees who convey trust and confidence

Question 17

Empathy description.

Answer 17

Caring, individualized attention

appreciating a patient’s circumstances and feeling without criticism or judgement

Question 18

Tangibles description

Answer 18

The appearance of physical facilities, equipment, personnel, and communication materials

Question 19

Friendliness description

Answer 19

Polite and courteous treatment

Question 20

Fairness decription

Answer 20

Fair treatment from service providers

Question 21

Control description

Answer 21

The patient’s or customer’s need to have an impact on the way things turn out

Question 22

Options description

Answer 22

The patients or customer’s need to feel that other options are available

Question 23

Information description

Answer 23

The patient’s or customer’s need to be educated and informed about products, policies, procedures

Question 24

How can the reliability standard be met?

Answer 24

Accurate prescription filling and patient counselling

Question 25

How can the responsiveness standard be met?

Answer 25

staff who are eager to help patients and customer any way they can

Question 26

How can the assurance standard be met?

Answer 26

Hire staff that are knowledgable about the location of products in the store and help customers find products.

Question 27

How can the empathy standard be met?

Answer 27

Acknowledging that patients may be sick, scared, confused, worried, and responding to their feeling

Question 28

How can the tangibles standard be met?

Answer 28

Using spare minutes in the day to wipe shelves or counters providing medication information that is easy to understand and read.

Question 29

How can the friendliness standard be met?

Answer 29

Friendly and upbeat staff calling patients by their name having packages ready as patients and customers walk to the counter

Question 30

How can fairness standard be met?

Answer 30

Help patients and customers when they arrive

Question 31

How can the control standard be met?

Answer 31

Letting patients know that the remainder of a partial fill will not be available for two days

Question 32

How can the options standard be met?

Answer 32

Ordering products for patients and customers when necessary

Question 33

How can the information standard be met?

Answer 33

Patient counseling

Question 34

What are the purposes of standards?

Answer 34

ensure quality service reliability evaluation of efficiency builds trust and confidence

Question 35

What is service failure?

Answer 35

Failing to meet the expectations of a patient or customer

Question 36

What is service criticality?

Answer 36

magnitude of the consequences of a potential service failure to the patient or customer

Question 37

What is the range of service criticality in pharmacy?

Answer 37

inconvenient - very serious

Question 38

Examples of inconvenent service failure.

Answer 38

long wait for prescription partial fill due to limited stock

Question 39

Examples of very serious service failure.

Answer 39

giving pt wrong drug or dose

Question 40

What are high-criticality service failures?

Answer 40

errors that are: emotionally disturbing life-threatening

Question 41

Example of high-criticality service failure.

Answer 41

catastrophic prescription errors

Question 42

What is servicce recovery?

Answer 42

correcting service failure

Question 43

What are the pharmacy principles.

Answer 43

Personalized care Helpful information Active listening Respect privacy Medication expertise accessibility customer centric approach your feedback

Question 44

What is the customer satisfaction system?

Answer 44

greet value ask listen help invite

Question 45

What does communication effectiveness consist of?

Answer 45

7% verbal 38% tone of voice 55% nonverbal language

Question 46

What is the problem solving formula?

Answer 46

understand the problem identify the casue discuss possible solutions solve the problem

Question 47

How do you understand the problem?

Answer 47

get all the facts listen non-defensively repeat the problem back

Question 48

How do you identify the cause of the problem?

Answer 48

find out what happened and what should have happened. find out what went wrong

Question 49

How do you discuss possible solutions?

Answer 49

suggest options ask for customer ideas agree on best course of action

Question 50

How do you solve the problem?

Answer 50

remove the cause take corrective action

Question 51

BOUNCE BACK' with SERVICE

Answer 51

Sorry Expedite solutions Respond to customer Victory to customer Implement improvement Communicate results Extend the outcome

Question 52

HEART complaint handling

Answer 52

Hear complaint Empathize Apologize Restate problem Thank and take action

Question 53

CLEAR complaint handling

Answer 53

Calm Listen Empathize Apologize/acknowledge Resolution

Question 54

What are the sins of service? (8)

Answer 54

apathy brush-off coldness condescension robotism rule book obsession runaround lack of knowledhe