Podcast
Questions and Answers
What best defines service quality?
What best defines service quality?
- The delivery of excellent or superior service to customer's expectations. (correct)
- The delivery of service exceeding customer's expectations.
- The overall judgment relating to the effectiveness of messenger communication.
- A measure of staff friendliness compared to industry standards.
Which of the following is NOT a principle of good customer service?
Which of the following is NOT a principle of good customer service?
- Treat patients with empathy and respect.
- Frequently ignore customer feedback. (correct)
- Always apologize for your mistakes.
- Actively listen to customers.
Which dimension of service quality relates to the willingness to help customers?
Which dimension of service quality relates to the willingness to help customers?
- Assurance
- Responsiveness (correct)
- Reliability
- Empathy
How can pharmacy managers make patients feel valued?
How can pharmacy managers make patients feel valued?
What is conceptualized as an individual's feeling resulting from comparing perceived performance with expectations?
What is conceptualized as an individual's feeling resulting from comparing perceived performance with expectations?
Which principle is essential for effective interpersonal communication in a pharmacy?
Which principle is essential for effective interpersonal communication in a pharmacy?
What should pharmacy staff do when they make a mistake?
What should pharmacy staff do when they make a mistake?
What is the role of empathy in service quality?
What is the role of empathy in service quality?
What is a key definition of customer service in a pharmacy context?
What is a key definition of customer service in a pharmacy context?
Which principle focuses on understanding customer needs in customer service?
Which principle focuses on understanding customer needs in customer service?
Which of the following is a Golden Rule for Pharmacy Managers?
Which of the following is a Golden Rule for Pharmacy Managers?
Which of the following is NOT a principle for ensuring good customer service?
Which of the following is NOT a principle for ensuring good customer service?
What aspect of service quality relates most to personal interactions between pharmacists and customers?
What aspect of service quality relates most to personal interactions between pharmacists and customers?
Which principle emphasizes creating a welcoming atmosphere in pharmacy customer service?
Which principle emphasizes creating a welcoming atmosphere in pharmacy customer service?
What is the primary focus of interpersonal communication in healthcare?
What is the primary focus of interpersonal communication in healthcare?
Which principle involves proactively addressing client concerns in pharmacy services?
Which principle involves proactively addressing client concerns in pharmacy services?
What is an essential component of the feedback process in communication?
What is an essential component of the feedback process in communication?
Which type of barriers can affect pharmacist-patient communication?
Which type of barriers can affect pharmacist-patient communication?
What should be prioritized when dealing with a demanding and unreasonable patient?
What should be prioritized when dealing with a demanding and unreasonable patient?
Which principle of good customer service is demonstrated when the pharmacist actively listens to a patient’s concerns?
Which principle of good customer service is demonstrated when the pharmacist actively listens to a patient’s concerns?
In the context of intercultural communication, which of the following is a key factor to consider?
In the context of intercultural communication, which of the following is a key factor to consider?
What aspect of service quality dimensions is crucial for ensuring good customer service in a pharmacy setting?
What aspect of service quality dimensions is crucial for ensuring good customer service in a pharmacy setting?
How should a pharmacist respond to a patient who appears upset and distressed?
How should a pharmacist respond to a patient who appears upset and distressed?
What is an effective way to handle a patient experiencing frustration due to delayed services?
What is an effective way to handle a patient experiencing frustration due to delayed services?
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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.
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