Introduction to Customer Care

In this lesson, new hires (like you!) will be introduced to our company’s expectations of appropriate customer service and care. 

You will gain knowledge of and practice strategies related to customer care in the areas of:

In this section you will learn appropriate actions and tone of voice when interacting with customers.

You're the Customer

You walk into a retail pharmacy.

What is your first impression of this employee?

Take note of this employees body language and facial expressions. Does she show interest in helping you?

You approach this pharmacy counter.

What is your first impression of this employee? How does her body language and facial expression differ from the first employee? 

First Impressions

First impressions matter. 

First impressions are mental snapshots you take when you first encounter a person or situation.

First impressions include a persons looks and actions including grooming and cleanliness, clothing, voice tone, attitude, body language, and posture.

Let's see what first impressions customers will make of this pharmacy technician. Hover your mouse over each hot spot to explore proper actions when greeting customers.

Greeting and Communicating with Customers

Any time a customer walks up to the Pick Up, Drop Off, or Consultation Stations, or drives up to the Drive Thru, follow these steps:

  1. Greet the customer immediately with a smile and ask "How can I help you today?"
  2. Use eye contact and show interest in the customer by actively listening
  3. Keep your tone of voice friendly and positive
  4. Thank them for their business

Which photo shows the best way to greet a customer?

Test your knowledge!

Choose the photo that best shows how to properly greet a customer.

Wrap-up

Remember, first impressions are crucial to good customer service.

You may be the first person a customer interacts with in the pharmacy and your actions will have a lasting impression on that customer; make it a positive one! 

 

In this section you will learn how to create appropriate customer interactions when providing customer care, offering help, and addressing customer questions.

Can I Help You?

Meet Rita. 

Rita is a new customer to our pharmacy. You notice she's been walking up and down the aisles for a few minutes looking confused. 

What should you do?

What Should You Do?

You notice a customer has been walking up and down the aisles for a few minutes looking confused. What should you do?

Choose the best response below. 

  • Ignore the customer. She will find what she's looking for.
  • Ask the customer, "What are you looking for?"
  • Greet the customer with a smile and ask, "How can I help you?"
  • Tell another pharmacy employee to help the customer because you're in the middle of something.

Offering Help

1. After greeting a customer, ask "How can I help you?"

Pay attention to that customer and nothing else. Show interest in helping by listening actively and making eye contact. 

2. Show, don't tell.


Show the customer where to locate an item. Walking customers an item instead of pointing them in the right direction shows you care and value them as customers. 

3. "Is there anything else I can help you with?"

Before thanking the customer, make sure to ask if there is anything else you can help them with. Some customers may be uncomfortable asking for help and by offering, you are showing you care about their needs. 

Discuss

Why is it important to offer help to customers and walk them to items?

Comment on two peer responses. 

Wrap-up

Remember...

Customers return because they like what they experienced last time they visited. Offering help, walking customers to items, and addressing questions shows customers we genuinely care about their needs, provides customers with a positive shopping experience, and makes them want to come back.

In this section you will learn strategies to resolve conflict with customers.

Customer Conflict

Conflict: Good or Bad?

Conflict should be viewed as neither positive nor negative. Instead, it is an opportunity to identify differences that may need to be addressed when dealing with customers. It is not unusual for you to experience conflict when dealing with someone else. In fact it is normal and beneficial as long as you stay focused on the issue rather than personalizing and internalizing the conflict.

L.E.A.R.

1. Listen 

You must show serious and honest concern for the customer seriously, which you will begin to do by listening. By listening actively, you also take the first step towards diffusing customer upset or anger.

2. Empathize

Put yourself in the customer's shoes and see the situation from their perspective. Showing genuine concern and understanding is vital for empathy. Understanding is not necessarily the same as agreeing, which can be important where the issue needs investigating before finally resolving.

3. Ask

Ask Questions: ask open questions (what, how, etc) to diagnose the situation or request, and never attempt to interrupt, or justify your point or argue. The customer is not interested in your point of view - the other person wants you to understand them, not present a defense or a counter-argument.

4. Resolve

Resolve the problem to the customer's satisfaction as quickly as possible. Consider the value of the customer and not the cost of resolving this particular issue.

Uh-oh. There's a Customer Conflict

Wrap-up

Remember...customers are your main priority.

Conflicts may arise while serving customers. Remain calm and listen, empathize, ask, and resolve conflicts to maintain positive customer care with all customers. 


Final Assessment

Question 1

LEAR stands for...


  • Listen, Empathize, Act, Resolve
  • Listen. Empathize, Ask, React
  • Listen, Empathize, Ask, Resolve
  • Listen, Empathize, Act, React

Question 2

First impressions include which of the following? (Select all that apply)

  • grooming and cleanliness
  • clothing
  • salary
  • tone of voice
  • attitude
  • body language and posture

Question 3

At the end of an interaction, before thanking a customer you should

  • Ask "Is there anything else I can help you with?"
  • Shake their hand
  • Say goodbye

Question 4

  • When locating an item for a customer, you should walk them to the item.
  • When locating an item for a customer, you should point them in the right direction.

Question 5

When greeting a customer, you should  and ask "