Another question targeting your customer service skills. Most customers are nice, but some will be angry (for any reason, or for no reason), or stupid (won’t understand your simple instructions on dosage and frequency).
Stupid or clever, calm or angry, client is always right. It is your duty to try your best and provide good customer service to everyone. Pharmacies want people to return and spend their money again. They don’t want to see angry customers leaving the store.
Have a plan
First of all, you should stress that you try your best to not upset the clients. After that you should tell them what you plan to do with angry or stupid customers, focusing on the following goals:
- Making a sale
- Helping the customer
- Ensuring he will come back
Let’s have a look at sample answer:
I always try my best to provide a good customer service. Very focused, I try to spot the client’s mood and frame of mine, and adjust my behavior to that. If the client is angry, I have a clear plan of action. I tell him he is right, I tell it many times, even if he complains about the price. When he calms down I explain him what we can do about his problem, or that we can’t do anything. I never get angry in job.
I try and use simple language, and I always write the instructions on a piece of paper for not-so-clever customers. I repeat it until I am sure they understood. I try my best to ensure clients will come back to our store, and become regular customers.