Improving customer service

Contents

  • Welcome
  • Introduction
  • The customer is king
  • Creating excellent customer service
  • Use complaints intelligently
  • The seven golden rules of great customer service
  • Customer service really matters
  • Team exercise: customer service from another’s perspective
  • References and further reading
  • Action & Evaluation
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Welcome

This CPD module is about the importance of good customer service to your business. It will cover reviewing customer service to improve current practice, and advice for ensuring customer satisfaction.

A pharmacy's approach to customer service sets the tone of the business as a whole

Goal:

  • To highlight the fundamental importance of great customer service for your continued business success.

Objectives:

  • Understand the link between providing better service to your customers and sustained competitive advantage
  • Describe the seven golden rules of providing customer service
  • Implement a simple customer service review and improvement programme.

Contributing author:

Steve Howard FCIPD FRPharmS, quality and regulatory director and superintendent pharmacist at Celesio UK.

About this module

Pharmacy needs strong managers, effective leaders and people with the right skills to drive the profession forward. With this in mind, P3 Business CPD modules are written as practical learning tools for use by anyone in the pharmacy team.

Continuing professional development (CPD) is a statutory requirement for pharmacists. Completion of the module will contribute to the nine pieces of CPD that must be recorded in a year, as stipulated by the GPhC.

Record your learning and how you applied it in your practice using the action and evaluation record at the end of this module, which will then be stored in your personal learning log. You must be registered on the website to do this.

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