Question

If a customer calls about a Rx error, the pharmacy technician should _______.

A) Immediately defend the pharmacy and the staff involved
B) Listen actively, express concern, and assure the customer that the issue will be addressed promptly
C) Blame the customer for not understanding the prescription correctly
D) Transfer the call to the pharmacist without engaging in conversation

Answer 1

When faced with a customer calling about a prescription error, a pharmacy technician should actively listen, express concern, and ensure the customer that the issue will be looked into promptly, providing good customer service and frontline response in such situations.

Step-by-step explanation:

If a customer calls about a Rx error, the pharmacy technician should listen actively, express concern, and assure the customer that the issue will be addressed promptly. This reaction ensures that the customer feels heard and that their concerns are taken seriously. It is important to maintain a professional and empathetic demeanor, refraining from defensive attitudes or placing blame on the customer. Instead, by engaging in active listening and communication, the pharmacy technician can assure the customer while simultaneously gathering pertinent information that a pharmacist can use to resolve the issue effectively.