Anyone who’s worked in a pharmacy knows that, from time to time, you have to deal with an angry customer.
There’s no denying that it can be challenging, but you don’t have to face it alone. Mastering the art of excellent customer service can lead to higher patient satisfaction and stronger customer loyalty. Handling an angry or frustrated patient is often part of the job, and developing this skill can be incredibly valuable in a pharmacy setting.
Drug Topics completed a survey to find out where pharmacists received training on how to work with customers. The survey found that:
- 32% learned on the job from other pharmacists
- Around 62% learned from other places (like previous non-pharmacy jobs)
- Less than 4% received training in pharmacy school
In addition, the survey also found that approximately 1/3 of those pharmacists didn’t feel sufficiently trained to deal with demanding customers.
At LUDA Partners, as a digital solution that helps pharmacies start selling online through partners such Just Eat, we will give you some advice on how to deal with disrespectful customers::
Listen to the Patient
Practice active listening to fully understand the patient’s issue. Give them your full attention and show that you’re engaged by maintaining eye contact, using open body language, and offering brief verbal cues like «Yes» or «I understand.» Once they’ve shared their concerns, ask open-ended questions to gather more information, and wait until you have a complete understanding before responding.
Don’t Take It Personally
If the patient becomes upset, it’s important to stay calm and composed. It’s easy to let emotions take over, especially after a long day, but try not to take it personally. Reacting with frustration or negativity can only escalate the situation. Instead, maintain professionalism. Staying positive and treating the patient with respect and kindness can help de-escalate the situation and promote a more constructive conversation.
Apologise and Empathise
Offer a genuine apology to the patient and express empathy with statements like, “I understand your frustration” or “I wish I could do more to help.” Showing empathy and offering a heartfelt apology can help calm the situation and make the patient feel heard and understood.
Reframe the Problem
A helpful approach to managing an upset patient is to reframe the issue and demonstrate that you’re on their side. For example, if the issue involves an insurance company, try to shift the focus away from their frustration and explain that you’re working with them to resolve the problem. This can help the patient feel supported and less agitated.
Protect the Well-Being of Yourself and Your Staff
If a patient becomes excessively loud, abusive, or out of control, it’s important to prioritise the safety of yourself and your team. Calmly inform the patient that verbal or physical abuse will not be tolerated in the pharmacy. If the situation escalates, you have the right to ask the patient to leave.
Like any customer service role, working in a pharmacy means you’ll encounter your fair share of angry, frustrated, and upset individuals.
By staying calm, listening attentively, acknowledging the customer’s emotions, and collaborating to find a solution, you can transform a challenging situation into a positive outcome.