From the Patients Lens: Winning Communications for the Most Difficult Encounters

Course overview

Pharmacy team members with excellent skills in communications stand out! These are usually the team members who are asked to de-escalate situations with “problem” customers, as others back slowly away. With the appropriate use of keenly developed skills, magic unfolds! Suddenly, the angry customer is speaking rationally and working through the same situation that caused an explosion with another well-intentioned team member. How is it, then, that the two associates achieve vastly different results when working through the same situation and communicating the same information? The answer lies not within the information itself but within the customer’s perceptions of that information. Using New York Time’s best-selling author Richard Gallagher’s book The Customer Service Survival Kit as a basis for effective skills in communicating with customers, this session will examine the underlying principles of this book as they apply to a traditional pharmacy environment for pharmacists, pharmacy managers, and pharmacy technicians alike.