Title: Practice patient and customer service.
Course: Pharmacy Technician I (14152-I) > Section: Communicating in the Pharmacy Setting

Practice should include

- following the Omnibus Budget Reconciliation Act of 1990 (OBRA 90) requirement for consultation
- maintaining eye contact, a professional tone of voice, and pleasant facial expressions
- carrying on a patient-centric dialogue to express empathy
- keeping the conversation focused on the problem
- working with the patient to achieve a resolution
- seeking assistance from a professional colleague or security personnel to handle a customer service challenge when necessary
- providing understanding of health-literacy situations
- asking patients the appropriate questions to assist the pharmacist in identifying those who request/need counseling.

See PTCB 2.8 (https://www.ptcb.org/lib24watch/files/pdf/169).

See ASHP 2.2 (https://www.ashp.org/-/media/assets/professional-development/technician-program-accreditation/docs/ashp-acpe-pharmacy-technician-accreditation-standard-2018.ashx?la=en&hash=36EAA6511105A6C6BFEA4F30E193892F19E2C385).

Process/Skill Questions:

- What is important to you when you are a pharmacy customer/patient? Why?
- How can a pharmacy professional exhibit a positive attitude when a problem arises that is not the pharmacy’s fault or when a problem arises that is the pharmacy's fault?
- How can a pharmacy professional exhibit a positive attitude when a patient is upset?
- How is it possible to show professional assertiveness and politeness simultaneously?
- What are some questions to ask that might identify a need for pharmacist counseling (other than, “Do you want the pharmacist to counsel you")?
- What are examples of situations in which a pharmacy technician should seek assistance from a professional colleague or security personnel to handle a customer service challenge?