May 21, 2019 - Use these 7 tips to create your own customer experience strategy. Now, the customer experience brings new ways to strengthen customer. Mar 31, 2019 - For many companies, improving their customer experience strategy and providing a seamless end-to-end experience is one of the most difficult.
- Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.
- Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
- Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
- Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.
- Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and your efforts to find the right answer.
- Thick skin. The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.
Patient satisfaction is a key indicator of a pharmacy’s success, arguably now more than ever before. With chain retailers continuing to enter the space, consumers have so many options when selecting the pharmacy that is right for them.
Check out these four ways on how your pharmacy can enhance patient experience
1. Increase refills and eliminate wait times with an IVR system.
There is nothing more frustrating than waiting on long holds to refill prescriptions. To streamline operations and improve patient satisfaction, one option is to implement an IVR system. Your patients can automatically refill their prescription through the IVR even if your pharmacy is closed. Your staff will also be able to save time and focus on providing exceptional in-store experience to patients coming through the door.
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2. Drive patient adherence with outbound messaging.
A whopping 30 percent of prescriptions are never picked up by patients.The number one request from patients is to receive a text when their medication is ready for pickup. The best way to combat this issue is with outbound messaging. With outbound messaging, your patients will receive voice or text reminders when their medications are ready to refill or pick up.
3. Solicit reviews from your patients and respond to each one.
Solicit reviews from happy patients and take the time to respond to negative ones. This will show your excellent customer service level and highlights your focus on your patients and patients. Show your community that you are a patient-centric pharmacy. It makes a difference.
4. Educate your patients.
Your patients look at your pharmacy as more than just a place to pick up refills. They look to you to guide their healthcare experience, ensuring it is both positive and impactful. Provide educational resources to drive patient adherence and overall health. Utilize your social media pages as a channel to post health news and tips on how digital tools can optimize health.
If you have any additional questions about ways to enhance your pharmacy’s patient experience, email us at [email protected].