Building
Blocks to Customer Service Excellence
Please
read through the following information and click continue.
ACPE Universal Program Number:
207-999-09-038-H04-P and 207-999-09-038-H04-T
Release Date: October 5, 2009
Expiration Date: October 5, 2012
Statement
of Need
All
other things being equal, customers will make purchases at your
pharmacy regardless of how well they are served. However, their loyalty
to your pharmacy and the frequency of their visits is forever affected
by even one unsatisfactory experience. Customers who are left
unimpressed by their experience are less likely to return, and when
they do return they tend to purchase fewer items. You and your staff
have the ability to influence customers' shopping habits simply by the
manner in which you conduct yourselves.
This training module lays the groundwork for providing customer service excellence at your pharmacy. You will learn the typical qualities of staff members who provide good service. You will be guided how to communicate your expectations to your staff. You will also learn how to create a basic training guideline that can be used to orient new and existing staff to your pharmacy's "way of doing business." This information will prepare you to recruit and train the staff your pharmacy needs to succeed.
The skills presented in this module are aimed primarily at front-end staff: clerks, merchandisers, sales assistants, and others. Pharmacy technicians and staff pharmacists require a specialized set of skills that goes beyond this module's focus. Customer service excellence, however, occurs (or does not occur) in every pharmacy department, no matter the job title. We recommend that you share your training guidelines with every member of your staff to ensure a common understanding and shared purpose.
Learning
Objectives
Upon
successful completion of this activity, the pharmacist should be able
to:
- Understand what customer service excellence means in the context of a pharmacy.
- Identify the qualities needed in pharmacy staff.
- Communicate expectations to staff members.
- Create a basic training manual that ensures consistency of service level provided at the pharmacy.
Upon successful completion of this activity, the pharmacy technician should be able to:
- Understand what customer service excellence means in the context of a pharmacy.
- Identify the qualities needed in pharmacy staff.
- Communicate expectations to staff members.
- Create a basic training manual that ensures consistency of service level provided at the pharmacy.
Target
Audience
The
target audience for this activity is pharmacists and pharmacy
technicians.
Instructions
for Participation
To
receive a certificate of completion that indicates your eligibility for
continuing education credit, you must:
- Review the content of the activity.
- Successfully complete the post-test (70% or higher).
- You will have two (2) opportunities to successfully complete the activity.
Your statement of credit will be issued immediately upon successful completion of the post-test and submission of the evaluation.
Fee
There
is no fee for this activity.
Accreditation
Pharmacists
NCPA is accredited by the Accreditation Council
for Pharmacy Education as a provider of continuing pharmacy education.
This activity will provide 1.0 contact hours (.10 CEU) of continuing
pharmacy education credit under the number 207-999-09-038-H04-P and
207-999-09-038-H04-T.
Faculty
The
retailing experts at Hamacher Resource Group combine the art of
creative and strategic development with the science of market analytics
to enhance the profitability of health, beauty and wellness
manufacturers, distributors and retailers, including more than 20,000
independent pharmacies operating nationwide. Pioneers in category
management and offering strategic business development solutions
including store assessments and insights for performance improvement,
objective data analysis, targeted market research, creative marketing
services, retailing strategies and more, HRG is headquartered in
Milwaukee.
Disclosure
Declaration
It
is the policy of the National Community Pharmacists Association (NCPA)
to ensure independence, balance, objectivity, scientific rigor, and
integrity in all of their continuing education activities.
The author, sponsor, and publisher of this continuing education activity have made all reasonable efforts to ensure that information contained herein is accurate in accordance with the latest available scientific knowledge at the time of accreditation of this continuing educational activity. Information regarding drugs (e.g., their administration, dosages, contraindications, adverse reactions, interactions, special warnings, precautions) and drug delivery systems are subject to change, however, the reader is advised to check the manufacturer's package insert for information concerning recommended dosage and potential problems or cautions prior to dispensing or administering the drug or using the drug delivery systems.
Approval of credit for this continuing education activity does not imply endorsement by NCPA of any product or manufacturer identified.
Any medications or treatment methods suggested in this CE activity should not be used by the practitioner without evaluation of their patient's condition(s) and possible contraindication(s) or danger(s) of use of any specific medication.
Software Requirements
| PC Windows 2000 SE or greater Internet Explorer 5.5 or greater Firefox *Adobe Acrobat Reader |
MAC |
| *Required to view printable version of CE lesson. | |