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The pharmacist and the pharmacy technician assist patients in their treatment. During their interactions with the patient, it is vital that they listen carefully to the patient. They must be able to explain things to the patient in words that the patient can understand. In addition to the words that are used the pharmacist and the pharmacy technician must be aware of their body language and what it conveys to the patient. Empathy should be conveyed to the patient, at all times. Customer service issues occur every day, many of these issues could have been avoided if the customer had been acknowledged in a timely manner and treated properly. Common complaints by the patient include the wait time for a prescription to be processed, being out of stock of a medication, and issues caused through billing of their prescription to their third-party prescription carrier. A pharmacy technician must be able to assist in finding solutions to problems that arise in the practice of pharmacy Scenario: It is Friday afternoon at 4 PM, and you are ringing up a patient’s prescription at the cash register. A total of 11 people are waiting in line to drop off or pick up their prescription. How would you handle the situation? Why?
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