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Good customer service is anticipating and satisfying the needs of our patients/customers in a professional, consistent and dependable manner. Excellent customer service by community pharmacists is crucial in building trust and relationship with patients/customers for better health outcomes.

 

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Customer Service Excellence in the Community Pharmacy
 

On 4 May 2017 (Thursday), Ms Sharene Goh, Ex Officio of PSS Community Chapter shared about customer service excellence in the community pharmacy. A total of 64 members and guests attended the session.

The speaker shared about:

  • The importance of good customer service in the community pharmacy
  • The impact of verbal and non-verbal language when interacting with patients/customers
  • Showing empathy to patients/customers
  • Handling customer complaints and performing service recovery
  • Balancing good customer service with good patient care

 

Customer service in a healthcare setting has a unique set of challenges specific to providing excellent healthcare and patient/customer satisfaction – the “consumer is always right” concept cannot be utterly adopted in this context. Rather, good “customer service” in the community pharmacy encompasses excellent clinical and operational expertise, rapport, respect, patience, as well as compassion.]


Ms Goh emphasized that pharmacists should do the right thing by giving the patient/customer what he/she needs, not just what he/she wants. As a pharmacist, patient’s safety should always come first.


Ms Goh also reminded fellow colleagues to refrain from posting patient or customer-related information onto social media. Instead, they should get help and guidance from coaches and mentors when faced with difficulties or challenges.

 

The overall feedback received for the session was excellent.

PSS would like to thank Ms Sharene Goh for her insightful sharing.

 

Ms Sharene Goh, Ex Officio of PSS Community Chapter shared about customer service excellence in the community pharmacy