Final answer:
The best approach for a pharmacy technician who cannot immediately answer all calls is to answer each call briefly, prioritize based on urgency, and place some callers on hold. This practice ensures vital issues are attended to promptly and helps maintain efficient service.
Step-by-step explanation:
When a pharmacy technician is unable to answer all phone calls immediately, the best approach is to answer each call and determine which customers need immediate assistance and which can be placed on hold. While managing a busy pharmacy, prioritizing calls allows the technician to address urgent needs quickly while efficiently managing the workflow.
This process is akin to determining when to place the napkin on your lap at a dining table, which is typically done immediately upon sitting down, indicating readiness for the meal and respect for dining etiquette. Similarly, understanding how long a caller is willing to wait on hold is essential, as prolonged wait times without communication can lead to frustration and a poor customer experience. An acceptable wait time on hold, while not exact, is generally considered to be around two minutes; anything longer requires additional communication or alternative solutions.