Elements and Performance Criteria
- Develop and implement quality customer service practices.
- Obtain and analyse information on customer service needs and expectations.
- Develop documented policies and procedures for quality service provision and communicate to pharmacy staff.
- Maintain adequate resources for optimum customer service provision according to budget allocation.
- Seek and use feedback from customers to improve service.
- Encourage team members to take responsibility for meeting customer requirements.
- Resolve customer complaints referred by team members using conflict resolution and communication techniques.
- Monitor customer service in the workplace to ensure standards are met.
- Assess the effectiveness of customer service practices.
- Identify systemic customer service problems and adjust policies and procedures to improve service quality.
- Monitor, maintain and improve sales.
- Determine sales targets and ensure consistency with pharmacy values, objectives and business plan.
- Clearly communicate sales targets and periods to staff.
- Monitor sales data, provide feedback to staff and adjust sales targets according to operational constraints.
- Develop and provide current and accurate sales records to relevant personnel and act on relevant reports.
- Monitor supply of goods.
- Identify and communicate market factors affecting supply of medicines and products to relevant personnel.
- Take immediate corrective action for potential or actual problems with supply.
- Identify and recommend new supplier arrangements to maintain and improve sales and service delivery.
- Maintain, monitor and improve work operations.
- Assess current workloads, and schedule work to maximise sales and service efficiency and quality.
- Assist staff in prioritisation of workload through supportive feedback and coaching.
- Monitor efficiency and service levels through close contact with day to day operations.
- Identify sales and service problems and take immediate operational action to rectify.
- Proactively consult with colleagues about systemic ways to improve efficiency and service levels, including potential for new technologies and other innovations.
- Identify and recommend potential improvements to business processes and systems.
- Develop and implement quality customer service practices.
- Obtain and analyse information on customer service needs and expectations.
- Develop documented policies and procedures for quality service provision and communicate to pharmacy staff.
- Maintain adequate resources for optimum customer service provision according to budget allocation.
- Seek and use feedback from customers to improve service.
- Encourage team members to take responsibility for meeting customer requirements.
- Resolve customer complaints referred by team members using conflict resolution and communication techniques.
- Monitor customer service in the workplace to ensure standards are met.
- Assess the effectiveness of customer service practices.
- Identify systemic customer service problems and adjust policies and procedures to improve service quality.
- Monitor, maintain and improve sales.
- Determine sales targets and ensure consistency with pharmacy values, objectives and business plan.
- Clearly communicate sales targets and periods to staff.
- Monitor sales data, provide feedback to staff and adjust sales targets according to operational constraints.
- Develop and provide current and accurate sales records to relevant personnel and act on relevant reports.
- Monitor supply of goods.
- Maintain accurate records of suppliers and stock availability.
- Identify and communicate market factors affecting supply of medicines and products to relevant personnel.
- Take immediate corrective action for potential or actual problems with supply.
- Identify and recommend new supplier arrangements to maintain and improve sales and service delivery.
- Maintain, monitor and improve work operations.
- Assess current workloads, and schedule work to maximise sales and service efficiency and quality.
- Assist staff in prioritisation of workload through supportive feedback and coaching.
- Monitor efficiency and service levels through close contact with day to day operations.
- Identify sales and service problems and take immediate operational action to rectify.
- Proactively consult with colleagues about systemic ways to improve efficiency and service levels, including potential for new technologies and other innovations.
- Identify and recommend potential improvements to business processes and systems.