Question

If a customer telephones the pharmacy and is shouting at the pharmacy technician, the technician should:

a. listen patiently, then try to speak to the customer
b. shout at the customer to be heard
c. hang up the phone
d. put the customer on hold

Answer 1

When a customer shouts at a pharmacy technician on the phone, the technician should listen patiently and respond calmly. Shouting back or hanging up is not appropriate. If needed, the technician can put the customer on hold and seek assistance from a supervisor.

Step-by-step explanation:

When a customer telephones the pharmacy and is shouting at the pharmacy technician, the technician should listen patiently, then try to speak to the customer in a calm and professional manner.

Shouting back at the customer will only escalate the situation and make it harder to communicate effectively.

If the situation becomes too overwhelming, the technician can politely ask the customer if they could please hold for a moment, and then seek assistance from a pharmacist or supervisor.