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Darla is a pharmacy technician and is on the phone helping a customer (Joe) who
wants to refill his prescription. Darla is unable to look up Joe's information in the
computer and complete the refill process because her coworker (Terry) is using the
computer nearest to her. Joe would like to pick up his refill soon and wants to
know what time it will be ready. The manager signals to Darla that it is time to
take her break.
1. Explain possible ways that Darla can communicate with her coworker Terry.
or her manager to make sure Joe receives great customer service?
2. Darla knows it is important to act professionally while speaking with
customers over the phone. Joe is impatient and does not want to be placed
on hold. How would you make sure Joe's refill request is completed before
going on your break?
3. Why is communicating clearly between coworkers in the pharmacy so
important to ensuring great customer service?
Sagot :
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