We’ve all been here before!
……. standing face to face with that irate customer, who is just Carrying On!….. and all because you had to inform them that their prescription was out of refills!
Now … the whole store is on pause – while everyone turns around to see who this “unprofessional, “No-Sense”, over-charging” pharmacist is.
These situations can be infuriating and embarrassing.
Even still – just remember that how you respond is what may ultimately determine whether the situation deteriorates into a bust; or if it becomes a win for your business.
Disgruntled patients can cost you their own business – but it gets worse. They can also cause their friends and family to take their business elsewhere. A disgruntled patient will talk their experience – and possibly on social media. The fallout could easily damage your reputation and your sales.
But Here is the Good News! You are NOT helpless in these situations. Here are several proven steps for turning a potential pitfall into a positive customer experience – one with the potential to build your brand.
The Top-5 Tips for Managing the Difficult Customer
Step 1: Do NOT pour gasoline on the fire!
BREATHE .. and keep your cool. That goes for your words, your body language and your facial expressions. Do not take the patient’s behaviour personally.
Step 2: Try to EMPATHIZE
Do not rush to judgment. You don’t know this patient’s story. The patient could have been recently laid off – or worse. Just imagine that the person is struggling. Putting yourself in their shoes may be enough to help you restrain yourself enough to listen.
Step 3: LISTEN to the patient!
Listen actively to what the patient says … even if the person is obnoxious or clearly wrong. Listening shows that you care!
Make eye contact and acknowledge the patient. These small gestures show the customer that they have your undivided attention.
When the patient finishes speaking, repeat what you heard. This lets the customer know that they have been heard; and it may help reduce the hostility.
Step 4: Identify and ACKNOWLEDGE the problem.
Once you’ve gathered relevant information, and pinpointed what triggered the outburst; you must acknowledge any mistake you or your staff may have made; and apologize for any inconvenience caused. If it turns out that the customer does not understand the process; you can calmly educate the patient as to how the system works … whether that be refill protocols or co-pay policy or whatever the case may be.
Step 5: At all times, protect the SAFETY and well-being of yourself and your staff.
This last point should almost go without saying!