Resolving the situation
06
Fix the problem at hand if it's possible and within your remit. Try to be flexible to accommodate the customer and resolve the situation before it escalates and creates a scene in front of other customers. The main goal is to leave your disgruntled customer feeling satisfied that they have experienced valued customer service. One of the main reasons for this is that any customer who becomes upset and loud about it, is likely to be the same type of person to talk about this experience with friends, family and other potential customers.
07
Accept that problems will occur and people will complain. What you take from this ultimately determines what value it brings to you and the pharmacy. Allow yourself to learn from difficult customers in a way that helps strengthen your overall service.