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Surviving the Customer Encounter

Program Type



1.25 Contact Hour(s)

Release Date

Saturday, October 14, 2017

Offline Date:

Tuesday, April 14, 2020

ACPE Expiration Date

Tuesday, April 14, 2020

Target Audience

Pharmacy Technician



  • Overview

    When colleges conduct employer surveys for feedback on the abilities of recent graduates, across the board, the first item mentioned typically incorporates a "soft skill" of some sort. Unlike didactically taught skills where students are trained in an often regimented and prescriptive manner to perform a series of tasks, "soft skills" are often lost among the more mechanical course requirements. "Soft skills" are simply those skills that lead to harmonious working relationships between coworkers and customers alike. Within the pharmacy setting, employers echo time and time again that the need for these skills is paramount. Pharmacy team members with excellent "soft skills" stand out! This is usually the technician or pharmacist who is asked to help de-escalate situations with "problem" customers. And, with the appropriate use of keenly developed skills, magic unfolds! Suddenly, the angry customer is speaking rationally and working through the same situation that caused an explosion with another well-intentioned team member. How is it, then, that the two associates achieve vastly different results when working through the same situation and communicating the same information? The answer lies not within the information itself but within the customer’s perceptions of that information. Using New York Time's best-selling author Richard Gallagher's book The Customer Service Survival Kit as a basis for effective skills in communicating with customers, this session will examine the underlying principles of this book as they apply to a traditional pharmacy environment.



    This course is accredited for Pharmacy Technicians ONLY.


    Slide Document:   17089H04_4pp.pdf
    Slide Document:   17089H04_2pp.pdf

    Financial Support By

    PharmCon, Inc.
  • Pharmacy Technician

    Recognize methods used by customer relations experts to effectively manage common service issues in the contemporary pharmacy setting.
    Identify ‘catch phrases’ that should be avoided when working through a customer encounter in the pharmacy.
    Identify tools used by industry experts to effectively problem solve in the pharmacy setting.
    Recognize the difference between an angry customer and a toxically entitled one, identifying techniques for effectively addressing each of these patient populations.

  • Activity Type


    Universal Activity Number

    Pharmacy Technician 0798-0000-17-089-H04-T

    ACPE PharmCon, Inc. is accredited by the Accreditation Council for Pharmacy Education as a provider of continuing pharmacy education.

    PharmCon, Inc. is an approved course provider for continuing education for nurses by the Florida Board of Nursing. PharmCon is also recognized by the California Board of Nursing as a provider of nursing programs.

    In order to obtain a Statement of Credit, participants must score no less than a 70% on the activity's test and complete a program evaluation.

  • Faculty

    Kevin Hope, RPh
    Clinical Pharmacy Education Specialist, PharmCon, Inc.

Standard Windows/Mac System
iPad or iPhone
Minimum screen resolution: 1024x768
Speakers or headphones

Microsoft Edge
Internet Explorer 8.0 or higher
Google Chrome
Firefox 3.0.3 or higher

Broadband Internet Connection:
T1, Hi-speed DSL or Cable
4G cellular connection

This continuing education activity is held as copyright by PharmCon, Inc. Through this notice, PharmCon, Inc. grants permission of its use for educational purposes only. These materials may not be used, in whole or in part, for any commercial purposes without prior permission in writing from the copyright owner(s).


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