Extremely rude customers

Started by SimbaStatin
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SimbaStatin

SimbaStatin

New Member
5+ Year Member
How do you all handle these patients?The yelling and cursing from people that you're ultimately trying to help? Is there a point where you return the rxs back and refuse service? Also what are companies positions on this? I've given up on trying to explain laws/policies. Just say mantras and stay calm. Any tips would be appreciated! Thx!
 
When patients become abusive I just ask them to leave the store, and then inform them that they need to leave the store. It takes a lot for me to do this, but you need to have a line that you will not allow them to cross.

Prior to that point, I do not have an emotional response to anything going on, but I understand when patients are emotional. They are often in a lousy position. They can be as outrageous as they need to come to terms with whatever is going on. They can be as upset as they want at their insurance or store policies or their doctor or whatever, but when they attack the pharmacy staff, it's game over.


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zelman said:
When patients become abusive I just ask them to leave the store, and then inform them that they need to leave the store. It takes a lot for me to do this, but you need to have a line that you will not allow them to cross.

Prior to that point, I do not have an emotional response to anything going on, but I understand when patients are emotional. They are often in a lousy position. They can be as outrageous as they need to come to terms with whatever is going on. They can be as upset as they want at their insurance or store policies or their doctor or whatever, but when they attack the pharmacy staff, it's game over.


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Couldn't agree more. I no longer work retail, but I asked countless people to leave once it got the level of verbal abuse of my staff. One guy made one of techs cry and then harassed her about it for being "too weak to work this job" haha. In my opinion, pharmacy techs don't make enough to get yelled at over co-pays. When the yelling starts, the pharmacist gets involved. Either resolve it quickly or it's goodbye.
 
welcome to retail

i could care less if the techs get cursed out

its good for a chuckle sometimes
 
Deja said:
seriously? you should always stand up for your tech, don't be a coward

But I have heard techs talking about pharmacists like you
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listen bud, I would love to ... if they were the type of techs that deserved my support

i work at a place that is literally hell on earth (there was a shooting inside this store 3

these useless techs are not worth my breath

these same customers who fight with the techs are usually fine with me

if i worked in an area with decent human being techs that would be different

work a day where i work my friend ... just yesterday we had a customer (crackhead) in the front store attack an employee and the police had to get involved
 
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I am quick to tell abusive dinguses to leave, but it's easy when you have armed off-duty police officers stationed at the exits who could intervene.
 
I def intervene when it's the techs. I can usually deal with the angry customers with no prob. But there are those that take it way too far. Esp when it's something their provider did or didn't do. Is mgmt in agreement when you all refuse their rx?
 
SimbaStatin said:
How do you all handle these patients?The yelling and cursing from people that you're ultimately trying to help? Is there a point where you return the rxs back and refuse service? Also what are companies positions on this? I've given up on trying to explain laws/policies. Just say mantras and stay calm. Any tips would be appreciated! Thx!
Click to expand...

I tell them to leave then I tell the doctor to send their prescriptions elsewhere.
 
Rukn said:
listen bud, I would love to ... if they were the type of techs that deserved my support

i work at a place that is literally hell on earth (there was a shooting inside this store 3

these useless techs are not worth my breath

these same customers who fight with the techs are usually fine with me

if i worked in an area with decent human being techs that would be different

work a day where i work my friend ... just yesterday we had a customer (crackhead) in the front store attack an employee and the police had to get involved
Click to expand...


Maybe they are "useless" because you don't support them... I could list all the ****s I encountered as a pharmacist and the stores I have worked at, but I will just say that my original comment still stands... esp if those customers are "cool" with you and you still just stand by and do nothing
 
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