By Barb G.  for our “99 Ways to Make a Positive Difference in Your Pharmacy” blog series

How do you create a consistent and positive impression when your customers call? By answering the phone professionally. First, answering the phone within three rings shows your customer you are respectful of their time. Create a tag line to be used by everyone answering the phone.

• Start with your store’s name to confirm your customer dialed the correct number.
• Including a first name adds a personal touch.
• “How may I help you?” tells them you’re ready to help.
• Consider adding a mirror by the phone to encourage your employees to smile while on the phone because believe it or not, this can be heard on the other end.

Handle the call as quickly as possible without the customer feeling rushed. Having a notepad handy to take down any details will keep the customer from having to repeat them. If you don’t know the answer to their question, either let someone else take over or call back once you have it. Incorrectly answering a question negatively affects your store’s image and could potentially lose the customer.

Before hanging up, ask if there is anything else you can assist with. If there isn’t, thank them for calling and allow them to say good-bye first. These simple steps can show patients that your pharmacy is professional and caring, before they even set foot in your store.

As a client services representative, Barb supports both internal and external clients and is one of the first points of contact for both. She is a liaison between healthcare distributor clients, retail clients, manufacturers, and POS vendors.