Listen actively and empathetically. Show you understand their frustration by repeating their concerns back to them.
Apologize sincerely, even if the error wasn’t directly your fault. A simple “I’m sorry you had this experience” goes a long way.
Offer a solution immediately. This could involve a refund, replacement medication, or a discount on their next purchase. Avoid generic responses. Tailor the solution to their specific issue.
Set clear expectations. Explain the steps you’ll take to resolve the problem and provide a realistic timeframe for completion. Follow up within that timeframe.
Document everything. Keep detailed records of the complaint, the steps you took to resolve it, and the outcome. This protects both the customer and the pharmacy.
| Incorrect medication dispensed | Immediate recall and correct medication dispensed; full refund. | Verify correct medication with patient; check dispensing process for errors. |
| Long wait times | Offer appointments; optimize staffing during peak hours; improve queue management. | Monitor wait times; survey customers on wait time satisfaction. |
| Pricing issues | Verify price accuracy against insurance and manufacturer data; refund overcharges. | Review pricing system for anomalies; inform customers of price changes. |
| Rude or unprofessional staff | Issue a sincere apology; provide staff with additional training on customer service. | Conduct anonymous staff performance reviews; provide ongoing training. |
Follow up after the resolution. Check in with the customer to ensure they are satisfied and address any lingering concerns.
Learn from every complaint. Analyze trends in customer feedback to identify areas for improvement in your pharmacy’s processes and services.
