Dispensing Post Lab

Name: Yanni Bryan Regalado PHA6111 (LAB)
CN: 37 2D-PH
Take a few minutes to reflect on past and present customer interactions. How do you define
your responsibility as a pharmacist to your customers/patients?
I am responsible for providing my customers with delivering professional, helpful, high

quality service and assistance before, during, and after my customer’s requirements are met
In doing so, I will treat patients and customers with dignity, empathy and respect.
It’s up to the customer to give us everything in one’s power to efficiently and accurately
serve them.
Your Customer Survey
1. Describe the customers you see or hear from most often.
Perhaps I can say that there are different types of customer but every time I
encounter a customer, what I usually observe from them is that they feel that they have
the authority to follow them. They feel like they are always right and confident.
Sometimes it’s the other way around, they feel like they need the guidance of a sales
person or an assistant.
2. What do they want from you or your business/ drugstore?
Obviously, they do have different needs when visiting a merchandise or a store but
normally they expect a good customer service from that particular store. Apart from it,
they want good quality products.
3. What can you offer them?
Well, there are lots to offer but as a future pharmacist, perhaps one thing I can offer
is a good customer service. One way to show them a good service from me is I will
make them feel important and appreciated. I also would like to solve their problems
promptly. Whatever happens, I will always look for ways to help patients and
customers.
4. How can you add value to your customers’ experiences?
As a future pharmacist, one thing that I can do to add value to my customers is that
I will build relationship to my customers, I will treat them as if they are my family.
Moreover, correcting mistakes from them would be a good way to value them because
they will really feel that they are given importance.
CN: 37 2D-PH
What causes your customers to be unhappy, disappointed, or dissatisfied? List ten complaints
you hear most often.
Top Ten Customer Complaints
1. Keeping an Issue Unresolved
2. Low Quality of Products or Services
3. Hidden Information and Costs
4. Not Listening to Customers
5. Inaccessibility
6. No Omni-channel Customer Service
7. Rude Staff
8. Transferring from One CSR to Another
9. Poor Customer Service
10. Not Keeping Promises
Questions:
1. How can a pharmacist improve customer service?
Perhaps, adaptability is one way for to improve a customer service. Every customer is
different, and some may even seem to change week-to-week. I should be able to handle surprises,
sense the customer’s mood and adapt accordingly. This also includes a willingness to learn,
providing good customer service is a continuous learning process.
2. How would you handle a “difficult” customer?
Handling a difficult customer is a challenge for pharmacists, but I think no matter how
serious the problem is we, the pharmacists, must stay calm. Be the calm one in a crisis. You may
experience situations where customers become a little stressed. But you are in charge really to set
the tone if a problem has to be escalated. Emotion does have a place in many business situations,
but when tensions are already high, if you can maintain composure, it’s much more likely that the
customer will end up feeling positive about the situation.
CN: 37 2D-PH
SELF-ASSESSMENT
Providing excellent customer services is both challenging and rewarding. Use this self-
assessment to assess the way you presently handle your customers.
Almost Sometimes Almost

Always Never
I don’t let my personal feelings get in the way of 

serving my customers.
I follow up with customers who have encountered 

problems with products or services.
I thank my customers for their business. 
I make an effort to build partnerships with the people 

who work with me.
I listen when customers complain. 
I explain product and service features using words

that my customers understand.
I am firm but gentle when saying “no” to a customer. 
I look for solutions to problems with my customers. 
I communicate efficiently over the telephone. 

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Name: Yanni Bryan Regalado PHA6111 (LAB)

I am responsible for providing my customers with delivering professional, helpful, high

Your Customer Survey

1. Describe the customers you see or hear from most often.

2. What do they want from you or your business/ drugstore?

3. What can you offer them?

4. How can you add value to your customers’ experiences?

Top Ten Customer Complaints

1. Keeping an Issue Unresolved

2. Low Quality of Products or Services

3. Hidden Information and Costs

4. Not Listening to Customers

6. No Omni-channel Customer Service

8. Transferring from One CSR to Another

9. Poor Customer Service

10. Not Keeping Promises

1. How can a pharmacist improve customer service?

2. How would you handle a “difficult” customer?

Almost Sometimes Almost

I don’t let my personal feelings get in the way of 

I follow up with customers who have encountered 

I thank my customers for their business. 

I make an effort to build partnerships with the people 

I listen when customers complain. 

I explain product and service features using words

I am firm but gentle when saying “no” to a customer. 

I look for solutions to problems with my customers. 

I communicate efficiently over the telephone. 

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