Snapping at a Customer

SDN Members don't see this ad. (About Ads)

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Originally Posted by Albo

Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Yes, I do. Get out of retail while you still can.

Some people are not cut out to work with the public. But here are some tips that have helped me over time:

Keep in mind that it is not just about how good you technically are at your job, it matters if the customer knows you are helping them or if they think you don't want to be bothered.

You can keep in mind that you 'win' when you get their money. Who cares if they are rude to you? They are losing money and you are getting paid.

The only way to enjoy retail at all is to convince yourself that you really enjoy helping people. If you can't do that, you will probably always hate it (though the money might temper the hate somewhat, lol).

It really is mostly about attitude dude. No one cares if you can type 100 scripts an hour, if you are rude they are going to keep complaining about you. Put a big fake smile on and greet every person like you couldn't be happier to see them. Treat everyone the way you want your mother treated. People will forgive A LOT if they think you are nice, want to help them, etc.

Good Luck

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

you make me laugh. You do something alot of us wish we can do but we don't because we want to keep our job. Even if you are right just simply let them know and not throw it at them.
ALWAYS keep a cool tone and never yell at a customer even if they yell at you because the place isn't a mad house (although it can sound like one). Sometimes you might have to take a FIRM stand by elevating your voice and letting them know the situation and a solution then 99% they will get the drift.
If you think about it if you walk into a pharmacy as a customer and you see the pharmacists or techs raising their voice and get crazy just like them or even half the extent as some ppl it wouldn't be a good sight. If you yell it just adds to your stress & makes your life miserable. You have to learn to let it roll off and how to handle problems more efficiently or find somewhere else you can work. Personally i would never want to work in retail as a tech my whole life for such crappy pay and disrespect but since im a pharmacist then i will handle it since the pay is good & i don't get yelled at much

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Don't you have access to their addresses?

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Kill them with kindness. Because you secretly want to kill them anyway.

In all seriousness, always start out positive and on an upbeat note. It sets the tone of the conversation. If a problem begins to develop, use positive constructive language to try to direct the conversation away from a confrontation (I'm sorry to hear that, let me look into this for you and see what I can do).

I've worked retail for a couple years now. Saying that gets a completely different (nicer) response usually than just saying ok hold on and then staring at the computer, which tends to make it seem like you don't care and frustrates them. I know it sounds corny, but it has worked for me.

It is hard to tell if you are the rph on duty or just a tech/intern working. If this is a customer service issue and the customer isn't listening to what you're saying, have them speak to whomever is above you (the rph on duty, or have them come back and talk to the PIC) just by saying "ok, I need to talk to x about this, could you just step over there so he can come over and talk to you about it?"

It's not worth getting into a verbal altercation with a customer because "the customer is always right" even when they are completely wrong. Unless they are going to cause harm to themselves by taking certain OTC's together, just smile and nod. Hold your tongue until they walk away. Never say what you want to really say at the counter. Turn around and walk back to your coworkers to say it. It helps vent the stress and everyone will probably laugh it off.

I have worked in the retail sector in numerous occupations for a very long time.

I've worked as a jewelry salesperson in a mall store during the Christmas season and believe me it got ugly on Christmas Eve. You would think that it was the end of the world the way people were shopping like crazy that day. Plus, I have worked as a cashier in another department store during the holidays as well. I remember I had to work Thanksgiving day and when I got to work it was madness! There were only 3 of us working that day because the store manager thought it would be a slow day. People were actually yelling at me to hurry up and ring up their merchandise. I was the only cashier scheduled for that day but my other two coworkers jumped on a register to help me out but people were still not happy. Then I worked as head cashier at a pet store where the pets were so much nicer than the people. I was responsible for returns and exchanges and I learned people will return anything! Such as a collar that broke from normal wear and tear that was purchased over 10 years ago and he still had the receipt!!!! Plus, I have worked as a pharmacy tech for over 5 years and although I have encountered some crazy folks there, at least I knew who was crazy.

So the two most important lessons I have learned from my experiences is 1) kill them with kindness and 2) don't take anything a rude customer says to you personal. There really is no point in letting someone else ruin your day or make you angry because when you let that happen then they win.

Originally Posted by BMBiology

Yes, I do. Get out of retail while you still can.

Ha. Retail is not for everyone. It takes a certain thick skin that needs to be trained, and even then, only a small portion of people can handle it.

It takes a while but when you become more comfortable with yourself and tenured at a chain you get more leeway. If your sup knows you provide excellent customer service they will back you in most situations. There are ways to tell customers how it is without pissing them off. It's an acquired thing. Don't give them any posterboard quotes which can be taken out of context when they call customer service to complain.

Some people suck. They're rude, mean, snappy, whatever. BUT, for every one of those customers there are easily 9-10 who are just normal people who don't cause any problems, and there are 1-2 who are exceptionally nice and really appreciate what you're doing for them. Be courteous and professional to everyone, but at the end of the day remember the latter groups and don't let the overwhelming minority of patients who suck ruin your day.

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Thats one of the many reason why I left. No matter how rude of idiotic they are, they make you bend over and take it from the customer every time. I did the same thing as you. It takes alot to piss me off, but one time this idiot went off on me and I lashed back. When it was over the PIC had no choice but to give me a write up. After that, I said f*** this place and thankfully I am where I am now. Its not perfect, we still get stupid customers, but at least they stand their ground over here. If any idiot comes and curses at the employees we can just walk away and let somebody else help him or the pharmacy manager will call security to scort them out. Ive seen it multiple times......and it feels good

Keep in mind your reasons for entering the profession. Do you really want to help people? Do you care if they get well or stay ill? If you do care, remember that the customers won't listen to you if they think you are a jerk.

If you are always correcting your customers or acting rudely to them, you won't have the opportunity to improve their lives or help them get better/stay well. Whether you like it or not, healthcare is all about serving others. It's nice to keep that in mind whether you work retail or in a hospital. If you serve others and help them in some way, you matter...which is nice to feel.

Also, remember that the people who come to retail pharmacies often aren't feeling their best. People who feel bad can be crabby and sometimes snap at you with no good reason. If somebody is a jerk to you, write it off as their bad day and move on. Be nice, appreciate that they don't feel well, and try to help them as well as you can. Don't retaliate; it won't get you anywhere.

If all else fails, look for work outside a retail setting.

Originally Posted by Rx MPLS

Keep in mind your reasons for entering the profession. Do you really want to help people? Do you care if they get well or stay ill? If you do care, remember that the customers won't listen to you if they think you are a jerk.

If you are always correcting your customers or acting rudely to them, you won't have the opportunity to improve their lives or help them get better/stay well. Whether you like it or not, healthcare is all about serving others. It's nice to keep that in mind whether you work retail or in a hospital. If you serve others and help them in some way, you matter...which is nice to feel.

Also, remember that the people who come to retail pharmacies often aren't feeling their best. People who feel bad can be crabby and sometimes snap at you with no good reason. If somebody is a jerk to you, write it off as their bad day and move on. Be nice, appreciate that they don't feel well, and try to help them as well as you can. Don't retaliate; it won't get you anywhere.

If all else fails, look for work outside a retail setting.

Originally Posted by Rx MPLS

Also, remember that the people who come to retail pharmacies often aren't feeling their best. People who feel bad can be crabby and sometimes snap at you with no good reason. If somebody is a jerk to you, write it off as their bad day and move on. Be nice, appreciate that they don't feel well, and try to help them as well as you can. Don't retaliate; it won't get you anywhere.

I'm always extra nice to acute illness patients. Its the self-entitled chronic illness patients that make me scream inside.

Originally Posted by joetrisman

I'm always extra nice to acute illness patients. Its the self-entitled chronic illness patients that make me scream inside.

I can't help but remember a patient who wanted a refill on her pain medication, but insurance wouldn't cover it because it was too early. She got a bit testy and frustrated and said "I can't deal with this right now, I'm going out to the car and I'll get my husband to come deal with it for me."

I worried her husband would be some big jerk, but he was actually really nice. She was in a lot of pain and didn't want to lose her cool in front of everybody, so she sent her husband in with a cooler temper.

Not all chronic patients are self-entitled, and sometimes when you want to label somebody quickly as drug-seeking or a jerk, they aren't...they just don't feel well.

Originally Posted by Rx MPLS

I can't help but remember a patient who wanted a refill on her pain medication, but insurance wouldn't cover it because it was too early. She got a bit testy and frustrated and said "I can't deal with this right now, I'm going out to the car and I'll get my husband to come deal with it for me."

I worried her husband would be some big jerk, but he was actually really nice. She was in a lot of pain and didn't want to lose her cool in front of everybody, so she sent her husband in with a cooler temper.

Not all chronic patients are self-entitled, and sometimes when you want to label somebody quickly as drug-seeking or a jerk, they aren't...they just don't feel well.

Agreed that not all chronic pts are self-entitled. I guess I might have too many years in retail and have become jaded, but the majority of the chronic illness patients I've seen are not even aware of what medications they are on. Its all too common to see these patients with gaps in their compliance.

From a provider perspective, I feel sad and angry inside that I cannot help this patient until they are taking responsibility with their illness. From a societal perspective, I feel sad and angry inside that so much money is spent in preventing morbidity and mortality based off of clinical data of good to great compliance and yet the reality of the healthcare dollars being spent probably does a lot less in terms of outcomes due to poor compliance and/or poor healthcare literacy and subsequent actions. Just feels like a losing battle most of the time with chronic illness patients to me. Give me acute care any day.

Originally Posted by Rx MPLS

I can't help but remember a patient who wanted a refill on her pain medication, but insurance wouldn't cover it because it was too early. She got a bit testy and frustrated and said "I can't deal with this right now, I'm going out to the car and I'll get my husband to come deal with it for me."

I worried her husband would be some big jerk, but he was actually really nice. She was in a lot of pain and didn't want to lose her cool in front of everybody, so she sent her husband in with a cooler temper.

Not all chronic patients are self-entitled, and sometimes when you want to label somebody quickly as drug-seeking or a jerk, they aren't...they just don't feel well.

Originally Posted by joetrisman

Agreed that not all chronic pts are self-entitled. I guess I might have too many years in retail and have become jaded, but the majority of the chronic illness patients I've seen are not even aware of what medications they are on. Its all too common to see these patients with gaps in their compliance.

From a provider perspective, I feel sad and angry inside that I cannot help this patient until they are taking responsibility with their illness. From a societal perspective, I feel sad and angry inside that so much money is spent in preventing morbidity and mortality based off of clinical data of good to great compliance and yet the reality of the healthcare dollars being spent probably does a lot less in terms of outcomes due to poor compliance and/or poor healthcare literacy and subsequent actions. Just feels like a losing battle most of the time with chronic illness patients to me. Give me acute care any day.

I wish health care would be more focused on prevention of chronic illness rather than the treatment of it. I agree...it's really hard to be under pressure like that or get yelled at daily.

The way I see it is that the patients with 50 medications (exaggeration) have it way worse than I do and to have all those things to do as a patient (appointments, glucose monitoring, BP monitoring, taking all different meds at different times, trying to understand the illness often without success) is probably very exhausting. I'd probably be bitchy too if I was in pain and felt like crap most of the time. We are all human. And we are emotional beings.

I think there should be more time in school devoted to learning how to express empathy, be professional, maintain composure, and interact with those different from us. Working with the public isn't easy and, sadly, the majority of the public we deal with in pharmacies don't have the knowledge or skills they need to effectively manage their illness. It's not like there is a plethora of culturally sensitive chronic illness management education programs that are affordable/accessible. We are entrusted to disseminate that information to patients in a way they can understand. It's hard. And when you've got all the pressures of a retail pharmacy (drive thru, phones ringing endlessly, lines, drug seekers, techs who work slowly, or whatever the case may be) it's even more difficult. I agree-- retail is not for everyone. I am not sure I could do it myself as a pharmacist. I would feel terrible not being able to spend the time with a patient I would want to. I did like the independent I rotated at for IPPE but it wasn't nearly as busy as aCVS or Walgreen's.

I worked at both retail and hospital outpatient pharmacy so far... Hospital outpatient has it worse for me, the patients wait 2-3 hours without getting their meds and they get angry... then supervisor threatens to call security, and techs start yelling back at the patients.

I dont insult them, but I do lost my cool and say "Please wait! there is a long line and I will get to you as soon as possible!" course the other patients would help me out and tell the complaining patient to stop holding up the line by fighting me for 10 mins. So far in my retail the patients get their meds quick, so none of that problem arises.

Just keep remembering "the customer is usually right"

and repeat to yourself ad nauseum

"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",

Originally Posted by Hello2000

Just keep remembering "the customer is usually right"

and repeat to yourself ad nauseum

"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",
"I love my job",

How many times can we repeat it before it's too much?

Originally Posted by rxlea

I think there should be more time in school devoted to learning how to express empathy, be professional, maintain composure, and interact with those different from us.

Good in theory, not sure it would work. I am not sure it is something that can be taught in a classroom. Communications class was one of my least favorite classes overall. Now if more time during IPPE or maybe APPE could be dedicated to learning this skill, that would be awesome (IMO).

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

It's because you are a weak person. So they called you a name, they were mean to you, they hurt your feelings? What did your mommy say when you told her?

Who is strong? He who conquers his passions, as it is said: 'Better is one slow to anger than a strong man, and one who rules over his spirit than a conqueror of a city'

Ben Zoma Pirke Avot 4:1

You have no idea if that person across the counter is a garden variety ass-hole or someone who has to choose between the medication he needs and buying food. You don't know if the doctor just told him he can't drive anymore and is no longer as independent as he used to be. Maybe he found out he has cancer or some other bad health news. In short, you don't sh**.

The Golden Rule should guide your interactions with other human beings:

"That which is hateful to you do not do unto your neighbor.”

Stick with that and you will be fine. You will find no matter where your work or what you do that people will behave poorly. You can't control that. You can only control your reaction to the but heads of life. If someone comes in and acts like an a-hole and you in turn act like an a-hole, you are just as big an a-hole as the customer. In other words, why allow them to drag you down to their level?

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Get into another line of work. Retail and customer service is not for you. 99% of the people you will deal with working retail are morons. If you can not handle this get out.

Originally Posted by Old Timer

The Golden Rule should guide your interactions with other human beings:

oh come on, lex talionis. Keeps it simple.

Originally Posted by xiphoid2010

oh come on, lex talionis. Keeps it simple.

I believe in the original golden rule....Eye for an eye, tooth for a tooth....

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Just ignore them and get their Rx to them ASAP and let them go. As long as they get whatever it is they want they will leave....so I always just try to get them their Rx ASAP and ignore them.

Originally Posted by Hello2000

Just keep remembering "the customer is usually right"

and repeat to yourself ad nauseum

"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",
"I love my salary",

Fixed it for you.

Originally Posted by owlegrad

Good in theory, not sure it would work. I am not sure it is something that can be taught in a classroom. Communications class was one of my least favorite classes overall. Now if more time during IPPE or maybe APPE could be dedicated to learning this skill, that would be awesome (IMO).

Yeah, I don't mean in the classroom. I think there should be way more real world, hands on experiences.

I am going to quit pharmacy school and commit myself to a psychologist because people were able to analyze me based on a few sentences and a scenario. Thank You ALL

Originally Posted by Old Timer

It's because you are a weak person. So they called you a name, they were mean to you, they hurt your feelings? What did your mommy say when you told her?
Ben Zoma Pirke Avot 4:1

You have no idea if that person across the counter is a garden variety ass-hole or someone who has to choose between the medication he needs and buying food. You don't know if the doctor just told him he can't drive anymore and is no longer as independent as he used to be. Maybe he found out he has cancer or some other bad health news. In short, you don't sh**.

The Golden Rule should guide your interactions with other human beings:


Stick with that and you will be fine. You will find no matter where your work or what you do that people will behave poorly. You can't control that. You can only control your reaction to the but heads of life. If someone comes in and acts like an a-hole and you in turn act like an a-hole, you are just as big an a-hole as the customer. In other words, why allow them to drag you down to their level?

Originally Posted by Rx MPLS

Keep in mind your reasons for entering the profession. Do you really want to help people? Do you care if they get well or stay ill? If you do care, remember that the customers won't listen to you if they think you are a jerk.

If you are always correcting your customers or acting rudely to them, you won't have the opportunity to improve their lives or help them get better/stay well. Whether you like it or not, healthcare is all about serving others. It's nice to keep that in mind whether you work retail or in a hospital. If you serve others and help them in some way, you matter...which is nice to feel.

Also, remember that the people who come to retail pharmacies often aren't feeling their best. People who feel bad can be crabby and sometimes snap at you with no good reason. If somebody is a jerk to you, write it off as their bad day and move on. Be nice, appreciate that they don't feel well, and try to help them as well as you can. Don't retaliate; it won't get you anywhere.

If all else fails, look for work outside a retail setting.

Originally Posted by Rx MPLS

I can't help but remember a patient who wanted a refill on her pain medication, but insurance wouldn't cover it because it was too early. She got a bit testy and frustrated and said "I can't deal with this right now, I'm going out to the car and I'll get my husband to come deal with it for me."

I worried her husband would be some big jerk, but he was actually really nice. She was in a lot of pain and didn't want to lose her cool in front of everybody, so she sent her husband in with a cooler temper.

Not all chronic patients are self-entitled, and sometimes when you want to label somebody quickly as drug-seeking or a jerk, they aren't...they just don't feel well.

Originally Posted by rxlea

I wish health care would be more focused on prevention of chronic illness rather than the treatment of it. I agree...it's really hard to be under pressure like that or get yelled at daily.

The way I see it is that the patients with 50 medications (exaggeration) have it way worse than I do and to have all those things to do as a patient (appointments, glucose monitoring, BP monitoring, taking all different meds at different times, trying to understand the illness often without success) is probably very exhausting. I'd probably be bitchy too if I was in pain and felt like crap most of the time. We are all human. And we are emotional beings.

I think there should be more time in school devoted to learning how to express empathy, be professional, maintain composure, and interact with those different from us. Working with the public isn't easy and, sadly, the majority of the public we deal with in pharmacies don't have the knowledge or skills they need to effectively manage their illness. It's not like there is a plethora of culturally sensitive chronic illness management education programs that are affordable/accessible. We are entrusted to disseminate that information to patients in a way they can understand. It's hard. And when you've got all the pressures of a retail pharmacy (drive thru, phones ringing endlessly, lines, drug seekers, techs who work slowly, or whatever the case may be) it's even more difficult. I agree-- retail is not for everyone. I am not sure I could do it myself as a pharmacist. I would feel terrible not being able to spend the time with a patient I would want to. I did like the independent I rotated at for IPPE but it wasn't nearly as busy as aCVS or Walgreen's.

I think these posts are some of the most constructive posts I've read on SDN in quite a while. Rx MPLS - I just wanted to say that your posts in general are very constructive and informative, and I for one appreciate that.

Customer service of any kind is not for just anyone, especially when you are involved in someone's healthcare. If someone is rude to me I just try to put myself in their shoes and understand where they are coming from. Heck, I get crabby if I'm hungry much less if my brains are on the verge of eeking out of my ears. Yeah, you'll get the people that are just downright rude on occasion (Not THEM again! Weren't they just here yesterday?), but that comes with the territory. Lets face it, there are not many jobs that you can just avoid rude people all together.

If I'm having bad luck with patients in the pharmacy on a particular day, I just think about how I'm glad I'm not working customer service for a call center or cell phone company. I have worked for a help desk and have some friends that have worked/are working those jobs and they definitely put up with more crap in an hour than I do in a week (insert "but I went to school for soooo long and I should be respected" rebuttal here ).

In a nutshell, I think some of the best qualities you can have for working in a customer service oriented pharmacy are empathy, the ability to not talk down to people, killing with kindness, and thick skin.

Originally Posted by Rx MPLS

Keep in mind your reasons for entering the profession. Do you really want to help people? Do you care if they get well or stay ill? If you do care, remember that the customers won't listen to you if they think you are a jerk.

If you are always correcting your customers or acting rudely to them, you won't have the opportunity to improve their lives or help them get better/stay well. Whether you like it or not, healthcare is all about serving others. It's nice to keep that in mind whether you work retail or in a hospital. If you serve others and help them in some way, you matter...which is nice to feel.

Also, remember that the people who come to retail pharmacies often aren't feeling their best. People who feel bad can be crabby and sometimes snap at you with no good reason. If somebody is a jerk to you, write it off as their bad day and move on. Be nice, appreciate that they don't feel well, and try to help them as well as you can. Don't retaliate; it won't get you anywhere.

If all else fails, look for work outside a retail setting.

This topic definitely applies to everyone in healthcare and the responses were terrific.

Originally Posted by owlegrad

Good in theory, not sure it would work. I am not sure it is something that can be taught in a classroom. Communications class was one of my least favorite classes overall. Now if more time during IPPE or maybe APPE could be dedicated to learning this skill, that would be awesome (IMO).

And this

The problem is that we take chit from the patients throuugh no fault of our own, usually because of company mismanagement and lack of staffing. We run around busting a gut all day and customers give you chit. It's hard not to react when you are giving 110% and it is still not good enough. I actively encourage them to complain to head office about staffing levels and waiting times in general (and not me personally) if possible. Like the WAGS advert you really do have to be a superhero to keep everyone happy oh, and with patience of a saint.

Originally Posted by Hello2000

The problem is that we take chit from the patients throuugh no fault of our own, usually because of company mismanagement and lack of staffing. We run around busting a gut all day and customers give you chit. It's hard not to react when you are giving 110% and it is still not good enough. I actively encourage them to complain to head office about staffing levels and waiting times in general (and not me personally) if possible. Like the WAGS advert you really do have to be a superhero to keep everyone happy oh, and with patience of a saint.

My experience has been, if people really know you are giving it everything you've got, then they are mostly reasonable. It's often when there is a diconnect between how much/hard you are working and what the patient/customer preceives that problems arise. Yes it is annoying when you are KILLING IT and people are still grip-y. That's when the serenity prayer (or remembering your salary ) is helpful.

Originally Posted by Albo

I am going to quit pharmacy school and commit myself to a psychologist because people were able to analyze me based on a few sentences and a scenario. Thank You ALL

Good dramatic response. You are getting a lot of reasonable advice in this thread. Learn to master your temper. You are an adult and you've chosen a field where you'll work with others. If you stay angry all the time, you're going to have a miserable life.

Originally Posted by PharmD for Me

I think these posts are some of the most constructive posts I've read on SDN in quite a while. Rx MPLS - I just wanted to say that your posts in general are very constructive and informative, and I for one appreciate that.

Originally Posted by GroverPsychMD

This topic definitely applies to everyone in healthcare and the responses were terrific.

Thanks, guys. I spend too much time on here; it's nice to feel like I said something constructive now and then! I used to think my thought pattern was pretty common, but the further I get in pharmacy, the more of an outlier I feel like. There are both negatives and positives to being an outlier...

Speak in an even, calming tone. Do not show emotions or waver from your answers. If that fails, show how exhausted you are - perhaps they will pity you instead.

Originally Posted by All4MyDaughter

Good dramatic response. You are getting a lot of reasonable advice in this thread. Learn to master your temper. You are an adult and you've chosen a field where you'll work with others. If you stay angry all the time, you're going to have a miserable life.

Completely agree. Nothing more pathetic than a pharmacist or pharmacy student who thinks they will get treated nicely 100% of the time in community setting.

Originally Posted by Albo

I am going to quit pharmacy school and commit myself to a psychologist because people were able to analyze me based on a few sentences and a scenario. Thank You ALL

Let's see how much fun I can have with you. You posted about a problem and then asked for advice:

Originally Posted by Albo

Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Since that what you asked, I advised to do four things:

• Be empathetic. You don't know what's going on in the mind of the person on the other side of the counter.
• Get control of your emotions. That is true strength.
• Don't treat people in any manner you would not like be treated yourself.
• Don't lower yourself to their level. They are the a-holes not you.

You will not be able to keep your job unless you master what I advised. If you want me to analyze you I can, but there is an extra charge for that.

wrong thread.

Thanks for the advice, I had one bad day and I kind of blew it out of proportions. Everything is back to normal now. I just believe some people are harsh in here, at the first weakness someone shows you get answers like: Pharmacy is not for you, get out and stuff like that. If one doesn't have a constructive advice what's the point of posting bs like that. Old Timer I really like your posts in general since you seem to be more realistic and not exaggerate the difficulties pharmacist face at community pharmacies, especially CVS.

The only times I get frustrated is when there is an issue that is beyond our control. Your insurance doesn't cover this, yes, I know it used to, I do not know why your plan changed. Or something like their copay went from $5 to $15. They become irate and scream and yell. Obviously they aren't actually angry at us, but rather their insurance. However, they see us as the ones who set pricing, simply because they have no idea how the system works, and we are available to be yelled at. Nobody likes to be yelled at, but realizing that they don't mean to direct their anger at you personally helps me deal with it. That said, it is disappointing that such a large part of our work is insurance and billing, rather than pharmaceutical care.

Originally Posted by Ackj

The only times I get frustrated is when there is an issue that is beyond our control. Your insurance doesn't cover this, yes, I know it used to, I do not know why your plan changed. Or something like their copay went from $5 to $15. They become irate and scream and yell. Obviously they aren't actually angry at us, but rather their insurance. However, they see us as the ones who set pricing, simply because they have no idea how the system works, and we are available to be yelled at. Nobody likes to be yelled at, but realizing that they don't mean to direct their anger at you personally helps me deal with it. That said, it is disappointing that such a large part of our work is insurance and billing, rather than pharmaceutical care.

I think this is a frustration that applies all-around in health care. Too much paperwork and fighting with insurance companies. Litmited time with patients, decreased reimbursements, increased overhead costs...

None of these thoughts are 'outlier thoughts'. I am happy more people are talking about them and coming up with ways to ameliorate rather than criticize.

If you know this is a problem customer and has been difficult to deal with in the past, get them out as quickly as possible. No need to get work up over jackasses. Yes, retail sucks sometimes.

Originally Posted by MountainPharmD

I believe in the original golden rule....Eye for an eye, tooth for a tooth....

Originally Posted by Albo

Thanks for the advice, I had one bad day and I kind of blew it out of proportions. Everything is back to normal now. I just believe some people are harsh in here, at the first weakness someone shows you get answers like: Pharmacy is not for you, get out and stuff like that. If one doesn't have a constructive advice what's the point of posting bs like that. Old Timer I really like your posts in general since you seem to be more realistic and not exaggerate the difficulties pharmacist face at community pharmacies, especially CVS.

True,nobody has the right to decide for you. Do not pay attention to negative posts and assume that the person who posted a negative post is having a bad day.

"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",
"i love my salary",

+1 :-d

I try to keep a positive attitude towards everything I do. Sometime you can run into really stupid ignorant people, but I just remember that we are there to help them. You never know what they have going on on their lives. Working with people who will watch your back and calm you down helps too. Oh and going to a bar after hard days doesnt hurt either lol

Originally Posted by Albo

I am a person that does not take **** too easy from other people so when i started working at CVS i wasn't appreciating some of the idiotic things the customers keep saying. I would talk back to them when they are wrong and correct them, however the pharmacist and the corporate didn't appreciate it and i have had a few conversation from the PIC about controlling my attitude and apologizing to them instead. Since i want to keep my job, anyone has any tips how to deal with this idiotic people and not get pissed off!

Just remember you never know which customer has a gun and is willing to use it. There are a lot of truely harrowing stories about people pulling out guns and shooting other people over the most trifling things (I remember a story about a pregnant pharmacist being murdered by a customer that had been asked to go to the end of the line & wait her turn.)

Seriously, just remind yourself when dealing with someone irrational....that you have no idea how irrational they are. Are you willing to risk losing your life by snapping back at them?