Answer Happy

Chapter 4: Communication and Role of the Technician with the Customer/Patient Homework Assignment Think Critically (1 pt each) 1. What is a benefit of empathizing with a patient to show her or him that you can see the situation from her or his point of view? 2. When talking with a customer, why would using open-ended questions help prevent potential errors? 3. The slogan "The customer is always right" has been used to convey to consumers that a company is willing to give good customer service and that employees of the company should offer good customer service. Is this true for customer service in the pharmacy? Is the customer always right when they are a customer in the pharmacy? Can you think of an instance when a customer would be wrong, but they insist they are right? How would you handle a situation in which a customer is upset about something they are "not right" about? Short Answers (0.5 pts each) 1. List six skills pharmacy technicians are expected to use while communicating. 2. If a customer is angry about a situation, name two things you can do to ease the person's frustration. 3. Name four nonverbal ways stress can manifest itself. 4. List four aspects of your voice that can affect the customer or person to whom you are talking.