Imagine an angry, and a stupid customer. How would you deal with them?

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 (they will not understand your simple instructions on dosage and frequency, and we can not blame them for that).

Stupid or clever, calm or angry, client is always right. Pharmacies want people to return, and to spend their money time and again in their stores. Their managers do not want  to see angry customers leaving the store, heading for a next pharmacy to spend money with them.]


Plan of action

First of all, you should stress that you try your best to not upset any client. Then you should explain your plan of dealing with an angry, or with a simple customer. You should always aim to:

  • Help the customer
  • Sell them what they need or want
  • Ensuring that they are satisfied, and will come back again

Sample answer

I always try my best to provide an excellent customer service. Staying focused, I try to spot the client’s mood and their frame of mine, and adapt to it. If they look angry, I speak very politely and let them talk, even if they complain about the price of the medication. Then I explain what we can do for them, and wait for their reaction. I know that some customers will be upset, but their behavior won’t affect me negatively in job.

I use simple language, and I always write the instructions on a piece of paper for people who are not so clever, or who struggle to understand my instructions for any reason (e.g. problems with hearing). I keep repeating the instructions until I am sure they understood me correctly.

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