Podcast Beta
Questions and Answers
What best defines service quality?
Which of the following is NOT a principle of good customer service?
Which dimension of service quality relates to the willingness to help customers?
How can pharmacy managers make patients feel valued?
Signup and view all the answers
What is conceptualized as an individual's feeling resulting from comparing perceived performance with expectations?
Signup and view all the answers
Which principle is essential for effective interpersonal communication in a pharmacy?
Signup and view all the answers
What should pharmacy staff do when they make a mistake?
Signup and view all the answers
What is the role of empathy in service quality?
Signup and view all the answers
What is a key definition of customer service in a pharmacy context?
Signup and view all the answers
Which principle focuses on understanding customer needs in customer service?
Signup and view all the answers
Which of the following is a Golden Rule for Pharmacy Managers?
Signup and view all the answers
Which of the following is NOT a principle for ensuring good customer service?
Signup and view all the answers
What aspect of service quality relates most to personal interactions between pharmacists and customers?
Signup and view all the answers
Which principle emphasizes creating a welcoming atmosphere in pharmacy customer service?
Signup and view all the answers
What is the primary focus of interpersonal communication in healthcare?
Signup and view all the answers
Which principle involves proactively addressing client concerns in pharmacy services?
Signup and view all the answers
What is an essential component of the feedback process in communication?
Signup and view all the answers
Which type of barriers can affect pharmacist-patient communication?
Signup and view all the answers
What should be prioritized when dealing with a demanding and unreasonable patient?
Signup and view all the answers
Which principle of good customer service is demonstrated when the pharmacist actively listens to a patient’s concerns?
Signup and view all the answers
In the context of intercultural communication, which of the following is a key factor to consider?
Signup and view all the answers
What aspect of service quality dimensions is crucial for ensuring good customer service in a pharmacy setting?
Signup and view all the answers
How should a pharmacist respond to a patient who appears upset and distressed?
Signup and view all the answers
What is an effective way to handle a patient experiencing frustration due to delayed services?
Signup and view all the answers
Study Notes
Principles of Customer Service
- The Philippine Pharmacy Law (RA 10918) enhances patient engagement through pharmacists' counseling and service delivery.
- Customer service involves meeting customer needs with professional and high-quality assistance throughout the customer journey.
Principles for Ensuring Good Customer Service
- Build a personal connection with each customer.
- Maintain high standards of care and professionalism in every interaction.
- Display a positive attitude and empathy towards customers.
- Anticipate customer needs; prepare proactively and greet with a smile.
- Foster a welcoming environment and attentively listen to customers' needs.
- Pay attention to details to improve customer experiences.
Golden Rules for Pharmacy Service
- Anticipate the wants and needs of patients and customers.
- Resolve issues promptly without customer hassle.
- Treat all interactions with dignity, empathy, and respect.
- Acknowledge and apologize for any mistakes made.
- Underpromise and overdeliver on services provided.
- Ensure first-time accuracy in all service efforts.
Service Quality Concepts
- Service quality reflects a customer’s assessment of overall service excellence.
- It encompasses the gap between expected and perceived service levels, determining customer satisfaction levels.
Customer Satisfaction Overview
- Customer satisfaction is linked to individual perceptions of service performance versus expectations.
- Positive experiences yield fulfillment; negative experiences lead to dissatisfaction.
Interpersonal and Intercultural Communication
- Interpersonal communication is the interactive exchange of information between individuals through various methods, both verbal and non-verbal.
- Individual backgrounds, culture, and experiences influence communication effectiveness.
Barriers to Effective Communication
- Barriers can stem from patient-related issues, pharmacist-related challenges, and external environmental factors.
- Information barriers can hinder clear communication and understanding.
Intercultural Communication Importance
- Understanding cultural contexts, including ethnicity, language, and traditions, is vital for effective communication in healthcare settings.
- Cultural competence improves healthcare interactions, fostering better patient relations.
Approaches for Handling Diverse Clients
- Tailor approaches for different client types, including demanding patients, those with mental health issues, and investigative clients.
- Employ strategies to engage all customer types from loyal to passive clients effectively.
Case Study Insights
- Evaluate how to respond empathetically to distressed customers, addressing both verbal and nonverbal cues.
- Use case studies to understand the emotional and practical challenges faced by patients when seeking services.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Related Documents
Description
This quiz covers the core principles of good customer service specific to the pharmacy sector. Participants will explore effective interpersonal and intercultural communication methods between customers and healthcare providers, as well as strategies for managing diverse client types. Test your understanding of the new Philippine Pharmacy Law and its impact on patient engagement.