APP1 E2 Zboyovski Customer Service

Which standard is being met: accurate prescription filling and patient counseling

• reliability

• responsiveness

• assurance

• empathy

• tangibles

What is the description of reliability standards that patients use to evaluate services

• receiving the promised service dependably and accurately

• receiving help and prompt service

• knowledgeable and courteous employees who convey trust and confidence

• caring, individualized attention

Which recovery effort is made when we are attempting to compensate for costs related to time, money, and inconvenience through financial settlements

• low criticality

• mid criticality

• high criticality

It is the pharmacy manager's job to provide good customer service

• true

• false

Answer explanation

Develop the ALL pharmacy staff members to provide good customer service

What are the steps to dealing with "difficult" patients

• mutually agree on a solution

• express empathy to the customer

• follow-up

• begin active problem solving

• let the customer vent, avoid getting trapped in a negative filter