Baby tech

[wazzz]

---

Members do not see this ad.

Hey guys,
I just started at a big chain. I like it, but get yelled at constantly (especially at the drive-thru 👎) by customers. Tonight it wasn't just "why isn't this ready" people...it was the crazy-people-who-get-out-of-their-cars-and-yell-in-front-of-the-glass crowd.

Do any of you seasoned techs have any advice for putting up with the not-so-pleasant people? I need some help!!!!

Thanks!

 

[IrishRxMan]

Try not to take it personally. People that are coming to you are usually sick and not feeling well. It's not right, but they will be testy with the last people they see before going home. Toss on top of that their prescription not being ready (they should have called to find out first) or their insurance company not covering their meds and they're going to be unhappy. Try removing yourself from the situation and be as nice as you can. Suggest calling ahead to see if their Rx is ready so they don't waste a trip and make it look like you are doing everything possible to make their day better.

We also get people that get six meds, most of them health maintenance, but they will have one pain killer. All of their meds would have gone through except the pain killer because we had to call the doctor to get it reauthorized (usually hydrocodone/apap). They could care less about their heart medication and freak out because their vicodin wasn't with the rest of their meds. There's nothing you can do to deal with those people.

 

[RxWildcat]

Grow some thick skin and get used to it. Some stores have more people that will yell and make a scene like that than others, so if it gets really bad you could always transfer somewhere else.

 

[SCCpharm]

First, be sure to tell people in drive thru at least 1 hour wait, if you're getting to the point where people are coming and their Rx isn't ready.

Second, my secret is to just acknowledge their problem and apologize, then offer to fix the problem like "Yes, I realize you have been waiting for a really long time and I am sorry about that. We are working to get it done as soon as possible. Please come back in 15 minutes or you can wait inside."

 

[Avelox]

First, be sure to tell people in drive thru at least 1 hour wait, if you're getting to the point where people are coming and their Rx isn't ready.

Second, my secret is to just acknowledge their problem and apologize, then offer to fix the problem like "Yes, I realize you have been waiting for a really long time and I am sorry about that. We are working to get it done as soon as possible. Please come back in 15 minutes or you can wait inside."

Honestly that rarely works with someone who has already started yelling. I usually find for people who are yelling to just walk away and make sure the **** gets ready and dont come back till its finally done. Then if they are still yelling, let it go in one ear and out the other and nodd as they keep whining about why drugs aren't prepared as fast as in-and-out

 

[IrishRxMan]

We have a twist to people wondering why their prescription isn't ready. I work at an independent that has a large compounding lab, which is where I work. The things we make in there are made from scratch, most of the time with raw powders not tablets we crush. So, they come in expecting it to be something we can just pull off the shelf even after we tell them it's a compound and it can be 24 to 48 hours for us to get it finished and to call first to see if it's finished. Of course, the entire sentence either goes in one ear and out the other or just flat out doesn't even gain entry. There's nothing you can really do except tell them to wait for you to make it, which usually is a minimum of 30 minutes and they can walk out with it. It never ends and you have to have thick skin and be able to laugh about it later.

 

[Sparda29]

Everyone here is pretty much right. Once someone starts yelling or complaining, I just ignore them and help the next customer until they calm down.

 

[laimyours]

Welcome to retail pharmacy. My advice is learn to deal with it the best way possible. Think long and hard about this, you're planning on making pharmacy your career and there is a very good chance it's going to be in retail. Letting it get to you and stress you out isn't healthy, especially every day for the next 40 years. Don't get angry, I find that trying to explain only makes matters worse. Kill them with kindness. Sometimes the customers can get personal with you and say things that are totally out of line and uncalled for. Stick with it, I've known lots of pharmacy hopefuls that see that and then change their mind. Working in retail pharmacy has given me thick skin, and a lot of patience.

 

[BacardiGirl]

That's one thing about retail pharmacy that I will not look forward to...customers freaking out and blaming you for insurance problems, taking too long, the price of the medicine, etc...but having worked in retail (as in clothing and gifts retail) for several years and currently in the mortgage business...I am used to people yelling at me and blaming me for no reason...so..yeah...it sucks, but you can't take it personally. Some people just vent because you're the first person they come in contact with.

 

[Pharmpills]

When i first started I felt the same way but what i've learned is that what you present to people is how they generally will treat you. Meaning if you appear unsure of things,etc then normally they will assume you don't know anything and treat u like crap. My advice is to learn more about insurance problems, and how to deal with rx not ready. If it's 1 script for a pain med then just go get it but if it's several then tell them str8 up it's not ready to come inside or come back later and if necessary have the tech who told them 10 mins for 7 rx take some of the blame such as telling them to speak with the patient. Techs need to be more realistic with times but not going overboard such as telling a patient an hour for 1 medicine but that's ok for 7 or more meds.

I use to have people yell at me often but for the past months it's highly rare or when it happens i stand up for myself but in a non-confrontational way.