Superior customer service leads to a superior patient experience in your pharmacy. What kind of experience are you and your employees giving your patients?
It’s easy to let a few things slip through the cracks, but improving your customer service is easy. You can get started by doing—or saying—less.
Here are nine things you should never say to patients, according to customer service expert, author and consultant John DiJulius. Work to eliminate these phrases from your pharmacy completely for a better patient experience in your pharmacy.
1. “No problem.”
This statement is meant to convey to your patients that helping them isn’t a problem for you—and that’s exactly why you shouldn’t say it. Saying this makes it about you, when it should always be about the patient. Try to answer a request with “my pleasure” or “absolutely.” These responses are much more patient oriented, and much more professional.
2. “No.”
This word should be completely eliminated from your vocabulary. Don’t focus on what you can’t do. Explain to your patients what you can do instead.
3. “I don’t know.”
If a patient asks you something you don’t know the answer to, don’t be willing to leave it at that. You can say, “I don’t know” as long as it’s followed by, “I will be happy to find out for you.”
4. “It’s not our policy.”
Using this phrase takes away from the personal experience that patients expect in independent community pharmacies. Avoid sticking to policies, and instead work with your patients to find individual solutions.
5. “I had no idea; they do that all the time.”
Don’t blame a problem on someone else, even if the problem at hand is the fault of another employee, your wholesaler, insurance companies or others. If a patient is approaching you, then it’s your responsibility to resolve the issue with the patient now, and address the problem internally later.
6. “That’s not my job.”
Don’t tell your patients what they need to do to solve a problem when you can do it for them. If there’s an issue with their prescription, call their doctor for them. Here is where your customer service can shine.
7. “Can you explain what happened to me again?”
Don’t make patients repeat themselves. Encourage employees to take ownership of each problem they encounter until it’s resolved. If they need your help, your employees, not the patient, should be recounting the problem.
8. “Do you remember who you spoke with last time?”
Questions like this make your patient do the work for you. Keep records of who talks to patients, when and what about so that you’re always prepared to follow up.
9. “It’s not our fault.”
Problems will arise in your pharmacy that aren’t your fault. Maybe your patient’s insurance isn’t covering the medication, or a co-pay for a necessary medication is more than your patient can afford. While it isn’t always your fault, it’s always your problem. Work with your patients to find a solution.
