Elements and Performance Criteria
- Communicate with internal and external customers.
- Communicate with customers in a polite, professional and friendly manner within designated response times.
- Use appropriate language and tone in both written and spoken communication.
- Observe, respond to and use appropriate non verbal communication.
- Use active listening and questioning to facilitate effective two way communication.
- Select and use communication medium and format appropriate to the situation.
- Provide service to customers.
- Respect and respond to diverse customers and their varying needs.
- Establish rapport with customers to promote goodwill and trust during service delivery.
- Identify customer needs and expectations using tact and discretion.
- Recognise and respond to customers with special needs, and adapt communication style accordingly.
- Anticipate customer questions and provide appropriate scope and depth of information to meet their needs.
- Provide appropriate service time and special assistance to customers with special needs.
- Monitor time and proactively communicate with customers to manage competing customer service priorities.
- Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.
- Enhance and promote services.
- Identify and take opportunities to enhance service quality beyond immediate requests of customers.
- Use communication skills to engage with customers and anticipate broader customer needs.
- Consider full range of products and services offered when providing services.
- Recognise potential health care support needs and provide current and accurate information on options.
- Regularly obtain information to update knowledge of current and new pharmacy health care support services.
- Respond to behaviours of concern.
- Identify potential for conflict and take swift and tactful action to prevent escalation.
- Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances.
- Take action discreetly to minimise impact on other customers.
- Prioritise safety of self and others, identify threats and request assistance.
- Respond to customer complaints.
- Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
- Respond to customer complaints positively, sensitively and politely.
- Seek solutions by consulting the customer.
- Resolve complaints according to individual empowerment and organisational policy.
- Refer complex service issues to relevant colleagues according to organisational procedures.
- Maintain a positive and cooperative manner at all times.