T_T customers testing me

[SpartanLaser]

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Not a pharmacist yet but I working as a pharmacy tech. I was having my usual day when a customer completely humilated me in front of everyone. When I first asked him "How can I help you?" He says "Well what do you think I'm here for? I'm here to pick up a script DUH?"

Then it got MUCH WORSE FROM THERE. The usual procedure is to verify a customer's address after confirming their name. Gonna make up an address, but it went along the lines of 123 Stonybrook Drive. He says 123 Stonyfield Drive or something very similar to it.

I go like okay. Then he was like "ARE YOU EVEN PAYING ATTENTION? GEEZ!" like super loudly." Apparently he purposefully said an address similar but not completely the same as his real address to "test" me in amidst of a busy day.

After that, got a talk from my supervisor saying if anything like this happens again, they're gonna fire me.

 

[crazybob]

Not a pharmacist yet but I working as a pharmacy tech. I was having my usual day when a customer completely humilated me in front of everyone. The usual procedure is to verify a customer's address after confirming their name. Gonna make up an address, but it went along the lines of 123 Stonybrook Drive. He says 123 Stonyfield Drive or something very similar to it.

I go like okay. Then he was like "ARE YOU EVEN PAYING ATTENTION? GEEZ!" like super loudly." Apparently he purposefully said an address similar but not completely the same as his real address to "test" me in amidst of a busy day.

After that, got a talk from my supervisor saying if anything like this happens again, they're gonna fire me.

Is this the first time that something like this has happened?

 

[SpartanLaser]

Is this the first time that something like this has happened?

Yes, first and hopefully only time. Because I risked giving the guy the wrong script if I didn't pay attention, they let me off with a warning. But they said if something like this happens again, im gone =(. My supervisor said they can't afford to give someone the wrong script.

 

[crazybob]

Yes, first and hopefully only time. Because I risked giving the guy the wrong script if I didn't pay attention, they let me off with a warning. But they said if something like this happens again, im gone =(. My supervisor said they can't afford to give someone the wrong script.

Doesn't the pharmacist do the final check? They're supposed to check what you do. If they don't check, it's on them. As long as you check everything with them before it leaves the pharmacy, you should be ok. I think.

 

[All4MyDaughter]

Doesn't the pharmacist do the final check? They're supposed to check what you do. If they don't check, it's on them. As long as you check everything with them before it leaves the pharmacy, you should be ok. I think.

What? How would it be possible/feasible for the pharmacist to verify everything that the CASHIER does? A tech or cashier pulling the bag out of the bin and giving it to the wrong patient would not be something that the pharmacist could catch, at least not the way most workflows are set up.

That said, to the OP: you got busted. You need to TRULY pay attention to this step when selling a medication. If the address the patient gives doesn't totally match the one on the bag, ask for clarification before you hand it to them.

 

[MountainPharmD]

Not a pharmacist yet but I working as a pharmacy tech. I was having my usual day when a customer completely humilated me in front of everyone. When I first asked him "How can I help you?" He says "Well what do you think I'm here for? I'm here to pick up a script DUH?"

Then it got MUCH WORSE FROM THERE. The usual procedure is to verify a customer's address after confirming their name. Gonna make up an address, but it went along the lines of 123 Stonybrook Drive. He says 123 Stonyfield Drive or something very similar to it.

I go like okay. Then he was like "ARE YOU EVEN PAYING ATTENTION? GEEZ!" like super loudly." Apparently he purposefully said an address similar but not completely the same as his real address to "test" me in amidst of a busy day.

After that, got a talk from my supervisor saying if anything like this happens again, they're gonna fire me.

What?!?!? Let me guess you work for CVS?

 

[Ackj]

Not a pharmacist yet but I working as a pharmacy tech. I was having my usual day when a customer completely humilated me in front of everyone. When I first asked him "How can I help you?" He says "Well what do you think I'm here for? I'm here to pick up a script DUH?"

Then it got MUCH WORSE FROM THERE. The usual procedure is to verify a customer's address after confirming their name. Gonna make up an address, but it went along the lines of 123 Stonybrook Drive. He says 123 Stonyfield Drive or something very similar to it.

I go like okay. Then he was like "ARE YOU EVEN PAYING ATTENTION? GEEZ!" like super loudly." Apparently he purposefully said an address similar but not completely the same as his real address to "test" me in amidst of a busy day.

After that, got a talk from my supervisor saying if anything like this happens again, they're gonna fire me.

How long have you been working? Surprising that you've only seen one of these kind. Two great stories from the past month:

Normally at drop off, most pharmacies ask for a DOB on the rx, just to verify the patient (since there are likely several John Smiths, etc). So I ask the patient, and he shouts "I've been here before, look it up!"
Luckily one of the pharmacists remembered him, since his name wasn't written legibly at all, so if not for that, it wouldn't have been filled.

Another patient claimed he called in a refill on the phone, we had no record of it. I searched his profile, and offered to fill whatever it was that he wanted, since we hadn't filled anything for him in the past 3+ weeks. He insisted it was in the pickup bin. "Whenever I call in a refill, it's always in that bin, look if it's in there!" Now, of course if it didn't go through our computers, it wouldn't be there, but he couldn't understand "how can the computer see what's in there?" and additionally he had "been on this side of the counter longer than you've been on that side, so I know how this works." I did look in the bin to humor him, but we all know the result of that search.

There are plenty more like it, but people are always a little wacky; don't take it personally. I keep hearing this from every pharmacist I've worked with: If you can make just one or two people happy per day, then that's a great day.

 

[MountainPharmD]

Not a pharmacist yet but I working as a pharmacy tech. I was having my usual day when a customer completely humilated me in front of everyone. When I first asked him "How can I help you?" He says "Well what do you think I'm here for? I'm here to pick up a script DUH?"

Then it got MUCH WORSE FROM THERE. The usual procedure is to verify a customer's address after confirming their name. Gonna make up an address, but it went along the lines of 123 Stonybrook Drive. He says 123 Stonyfield Drive or something very similar to it.

I go like okay. Then he was like "ARE YOU EVEN PAYING ATTENTION? GEEZ!" like super loudly." Apparently he purposefully said an address similar but not completely the same as his real address to "test" me in amidst of a busy day.

After that, got a talk from my supervisor saying if anything like this happens again, they're gonna fire me.

It sounds like you had the correct prescription for an idiot of a customer. Sounds like the jerk off just wanted to be a jerk off. The rudeness of pharmacy customers never ceases to amaze me. Asshats like this are why everyone in the pharmacy is always in a bad mood. It takes one jerk to ruin your day.

Did the pharmacist on duty understand what was going on?

 

[MountainPharmD]

There are plenty more like it, but people are always a little wacky; don't take it personally. I keep hearing this from every pharmacist I've worked with: If you can make just one or two people happy per day, then that's a great day.

No truer words have been spoken!!!

You have to learn to tune out the idiots. Just like water off a ducks back...as soon as they are gone let it roll right off and move on to the next jerk off.

The lack of manners and respect displayed by the general public today is appalling. Everyone acts as if the whole world revolves around them. There is no better place to observe this than the pharmacy. I am sick to death of the rude, self centered idiots I have to deal with everyday.

 

[MountainPharmD]

I have a little tip for you. When talking to a patient always ask them open ended question that reqire an answer. Asking these idiots yes and no questions is a recipe for disaster.

Using your example I would have said, "sir, what is your address?" This requires a rsponse other than yes, no or a head nod.

People lose there brains when they walk into the pharmacy. Just keep your cool and get them out as fast as possible.

 

[owlegrad]

Not a pharmacist yet but I working as a pharmacy tech. I was having my usual day when a customer completely humilated me in front of everyone. When I first asked him "How can I help you?" He says "Well what do you think I'm here for? I'm here to pick up a script DUH?"

Then it got MUCH WORSE FROM THERE. The usual procedure is to verify a customer's address after confirming their name. Gonna make up an address, but it went along the lines of 123 Stonybrook Drive. He says 123 Stonyfield Drive or something very similar to it.

I go like okay. Then he was like "ARE YOU EVEN PAYING ATTENTION? GEEZ!" like super loudly." Apparently he purposefully said an address similar but not completely the same as his real address to "test" me in amidst of a busy day.

After that, got a talk from my supervisor saying if anything like this happens again, they're gonna fire me.

Are you still kinda new? There will always be jerks but as time goes by you will develop ways to not let it get you down and become more confident with yourself. Basically you get used to it.

In that situation, (wrong address given) I would have said something like: "That's not what we have on file; can I update my records for you today?" Use date of birth to verify identity before changing records, of course.

Basically my suggestion is to turn it back on them.

Someone keeps looking at their watch? "I will have this filled as quickly as possible".

Wait time too long? "When would you like to pick it up?"

Refill too soon? "Would you prefer to pay cash or wait until your insurance will cover it?"

Vacation Override? "Would you like me to call your insurance company to get that vacation override for you? Excellent, please give me at least an hour to work on this for you. Oh, that's too long? Here is your insurance companies phone number; after you call them I can have it ready in 15 minutes." - True story! I have had customers who call the insurance company themselves after I -very politely- give them this spiel. It always amazes me when someone is will to do something for themselves. I consider this a major win when it happens.

You get the idea. Just keep turning it back on them.

Don't let people get you down and don't take an unnecessary level of crap. Give it time. If your boss was really that unforgiving about that situation, yikes! Make sure you are communicating well with him.

 

[crazybob]

Are you still kinda new? There will always be jerks but as time goes by you will develop ways to not let it get you down and become more confident with yourself. Basically you get used to it.

In that situation, (wrong address given) I would have said something like: "That's not what we have on file; can I update my records for you today?" Use date of birth to verify identity before changing records, of course.

Basically my suggestion is to turn it back on them.

Someone keeps looking at their watch? "I will have this filled as quickly as possible".

Wait time too long? "When would you like to pick it up?"

Refill too soon? "Would you prefer to pay cash or wait until your insurance will cover it?"

Vacation Override? "Would you like me to call your insurance company to get that vacation override for you? Excellent, please give me at least an hour to work on this for you. Oh, that's too long? Here is your insurance companies phone number; after you call them I can have it ready in 15 minutes." - True story! I have had customers who call the insurance company themselves after I -very politely- give them this spiel. It always amazes me when someone is will to do something for themselves. I consider this a major win when it happens.

You get the idea. Just keep turning it back on them.

Don't let people get you down and don't take an unnecessary level of crap. Give it time. If your boss was really that unforgiving about that situation, yikes! Make sure you are communicating well with him.

👍

 

[owlegrad]

👍

I have not yet mastered your level of brevity. So I say to you: 👍

 

[Ackj]

I have a little tip for you. When talking to a patient always ask them open ended question that reqire an answer. Asking these idiots yes and no questions is a recipe for disaster.

Using your example I would have said, "sir, what is your address?" This requires a rsponse other than yes, no or a head nod.

People lose there brains when they walk into the pharmacy. Just keep your cool and get them out as fast as possible.

Another bit of wisdom: no such thing as idiot-proof. I'll apply that to your open ended question theme:

Ackj: "what was the name, sir?"
Guy Picking up Rx: "daniels"
Ackj: "and the first name?"
GPUR: "daniels"
Ackj: "oh, sorry, what was the last name then?"
GPUR: "daniels"
Ackj: "okay...(this COULD really be his name, there are some strange ones out there...) What is your address, sir?"
GPUR: "DANIELS!!"

Usually the open ended question thing does work. But idiot-proof doesn't exist, there are some very skilled idiots out there.

 

[SpartanLaser]

Okay to clarify:
-I've been working for CVS for around 4 months. I've seen a fair share of people, most of them really nice. This is the first guy that was "out to get me".
-I got the right prescription which was his.
-He purposefully says the wrong address but something that sounds like the right address
-I said "alright" and proceeded to the next step
-He says "WRONG ADDRESS! YOU SHOULD PAY ATTENTION" like as loud as he can so like everyone from even the drop off counter on the other side can hear me
-My supervisor was like WTF! and of course thinks "wow that guy doesn't even properly verify people's addresses, he could be a diaster if he really gives out the wrong script next time"

-Supervisor pulls me aside after that, and tells me how giving the proper prescription is really important, giving the wrong one could've killed the guy, and if something like this happens again, I would have to say good bye to my tech job. I don't think I'll be getting a letter of rec for pharm school from him either now....
-Basically it was still my fault for not being careful but the customer had an INTENT to make me slip up which was not cool.

-I have to thank this guy for ruining my week right after I do so well on my pcat (96% compo)

 

[Ackj]

-I have to thank this guy for ruining my week right after I do so well on my pcat (96% compo)

See, that's the thing, don't let it ruin your week. Either A) forget about it, or B) laugh about how outrageously the guy behaved (notice which choice I took with the above stories).

 

[owlegrad]

Another bit of wisdom: no such thing as idiot-proof. I'll apply that to your open ended question theme:

Ackj: "what was the name, sir?"
Guy Picking up Rx: "daniels"
Ackj: "and the first name?"
GPUR: "daniels"
Ackj: "oh, sorry, what was the last name then?"
GPUR: "daniels"
Ackj: "okay...(this COULD really be his name, there are some strange ones out there...) What is your address, sir?"
GPUR: "DANIELS!!"

Usually the open ended question thing does work. But idiot-proof doesn't exist, there are some very skilled idiots out there.

Me: Do you have any allergies?
Him: No, but I am allergic to asprin.
Me:...

 

[owlegrad]

Okay to clarify:
-I've been working for CVS for around 4 months. I've seen a fair share of people, most of them really nice. This is the first guy that was "out to get me".
-I got the right prescription which was his.
-He purposefully says the wrong address but something that sounds like the right address
-I said "alright" and proceeded to the next step
-He says "WRONG ADDRESS! YOU SHOULD PAY ATTENTION" like as loud as he can so like everyone from even the drop off counter on the other side can hear me
-My supervisor was like WTF! and of course thinks "wow that guy doesn't even properly verify people's addresses, he could be a diaster if he really gives out the wrong script next time"

-Supervisor pulls me aside after that, and tells me how giving the proper prescription is really important, giving the wrong one could've killed the guy, and if something like this happens again, I would have to say good bye to my tech job. I don't think I'll be getting a letter of rec for pharm school from him either now....
-Basically it was still my fault for not being careful but the customer had an INTENT to make me slip up which was not cool.

-I have to thank this guy for ruining my week right after I do so well on my pcat (96% compo)

Look I wasn't there, but that doesn't sound kosher to me. Your boss should basically be on your side here. Your boss should not be ok with you being treated poorly and he certainly shouldn't be threatening your job over this. This would make me a thousand times more upset than the customer. Bad customers are a constant that cannot be avoided: a bad boss will quickly make you hate your job worse than any customer ever could.

 

[owlegrad]

Me: Do you have any allergies?
Him: No, but I am allergic to asprin.
Me:...

This is fun!

Me: Would you like me to sign you up for ReadyFill? Your medication will always be ready for you every month.

Her: How do you know when to fill it if I don't tell you?

Me: The computer deciedes how long your pills should last based on the # of pills we give and how many you should take per day.

Her: Amazing! How can the computer know all that? What else does it know?

Me:...

 

[crazybob]

This is fun!

Me: Would you like me to sign you up for ReadyFill? Your medication will always be ready for you every month.

Her: How do you know when to fill it if I don't tell you?

Me: The computer deciedes how long your pills should last based on the # of pills we give and how many you should take per day.

Her: Amazing! How can the computer know all that? What else does it know?

Me:...

Me: it also tells me when to say "happy birthday" to you

 

[samuricool]

Another bit of wisdom: no such thing as idiot-proof. I'll apply that to your open ended question theme:

Ackj: "what was the name, sir?"
Guy Picking up Rx: "daniels"
Ackj: "and the first name?"
GPUR: "daniels"
Ackj: "oh, sorry, what was the last name then?"
GPUR: "daniels"
Ackj: "okay...(this COULD really be his name, there are some strange ones out there...) What is your address, sir?"
GPUR: "DANIELS!!"

Usually the open ended question thing does work. But idiot-proof doesn't exist, there are some very skilled idiots out there.

+1 . . . Easily by biggest pet peeve in a pharmacy. Something so simple and somehow the average person still finds a way to **** it up.

 

[samuricool]

Not a pharmacist yet but I working as a pharmacy tech. I was having my usual day when a customer completely humilated me in front of everyone. When I first asked him "How can I help you?" He says "Well what do you think I'm here for? I'm here to pick up a script DUH?"

Then it got MUCH WORSE FROM THERE. The usual procedure is to verify a customer's address after confirming their name. Gonna make up an address, but it went along the lines of 123 Stonybrook Drive. He says 123 Stonyfield Drive or something very similar to it.

I go like okay. Then he was like "ARE YOU EVEN PAYING ATTENTION? GEEZ!" like super loudly." Apparently he purposefully said an address similar but not completely the same as his real address to "test" me in amidst of a busy day.

After that, got a talk from my supervisor saying if anything like this happens again, they're gonna fire me.

I would have got his medications, returned them all and then handed his original prescription back to him and then said, "heres your script, SIR." See how he would have liked that. And then when he looked at you all dim witted and said, "no I want to pick them up," you could have told him how long the wait was. Obviously I wouldnt have really done this, but Ive thought about it.

I love working for a company that doesnt mind turning away ass holes. Ive only seen it once so far, but it was well worth it.

 

[lorain]

to the OP, you got played. people act like grade A d-bags all the time, so one has to be careful

whenever Im ringing some1 out, the address has to match 100% what i have on label and what they say, if not, then i take other steps to see its the right one


the one time, the person wouldnt tell me the house number, just the street name and said that should be good enough. and i said no, i need a exact match. he got mad at me.

 

[lorain]

No truer words have been spoken!!!

You have to learn to tune out the idiots. Just like water off a ducks back...as soon as they are gone let it roll right off and move on to the next jerk off.

The lack of manners and respect displayed by the general public today is appalling. Everyone acts as if the whole world revolves around them. There is no better place to observe this than the pharmacy. I am sick to death of the rude, self centered idiots I have to deal with everyday.

its actually pathetic, people show no respect and think they are on top of the world and everything revolves around them.

i really dont know how we got to this point as a nation

 

[Rockinacoustic]

The fool proof way to ensure a proper transaction:

- Name?
- Address?
If address doesn't match or name is a popular one
- DOB?
Don't have that info? Sorry, you're not picking it up until I get it.
If all of the above are good
-how many rx's are you picking up today?


I've had plenty of smart asses come my way as well.
An older woman:
Me: "What's the address?"
Her: "Why? You comin' ovah???"
Me:

Another man who was picking up for someone else:
Me: "What's the date of birth?"
Him: 1970
Me: "... the month and a day?"
Him: "Why, you think I pulled that date out of thin air?!?!"
Me: "... Sir, there are a lot of days in the year 1970"

 

[Sparda29]

The fool proof way to ensure a proper transaction:

- Name?
- Address?
If address doesn't match or name is a popular one
- DOB?
Don't have that info? Sorry, you're not picking it up until I get it.
If all of the above are good
-how many rx's are you picking up today?


I've had plenty of smart asses come my way as well.
An older woman:
Me: "What's the address?"
Her: "Why? You comin' ovah???"
Me:

Another man who was picking up for someone else:
Me: "What's the date of birth?"
Him: 1970
Me: "... the month and a day?"
Him: "Why, you think I pulled that date out of thin air?!?!"
Me: "... Sir, there are a lot of days in the year 1970"

Yep, same for me except I ask for the date of birth before the address.

The worst is when a non-English speaking patient sends their non-English speaking friend with no information whatsoever to pick up their prescription. Only way I'm able to get information from them is by pulling out my driver's license, pointing at it, and then pointing at the person.

 

[owlegrad]

The fool proof way to ensure a proper transaction:

- Name?
- Address?
If address doesn't match or name is a popular one
- DOB?
Don't have that info? Sorry, you're not picking it up until I get it.
If all of the above are good
-how many rx's are you picking up today?


I've had plenty of smart asses come my way as well.
An older woman:
Me: "What's the address?"
Her: "Why? You comin' ovah???"
Me:

Another man who was picking up for someone else:
Me: "What's the date of birth?"
Him: 1970
Me: "... the month and a day?"
Him: "Why, you think I pulled that date out of thin air?!?!"
Me: "... Sir, there are a lot of days in the year 1970"

Me: How many are you picking up?
Him: How many do you have for me?
Me: Let me see, looks like 1. Does that sound right?
Him: You tell me. Is that right?
Me: Sir I only ask because I want to make sure I retreived all your medications from the bin and that we have filled all the medications that you are here to pick.
Him: Why wouldn't you?
Me: sigh

 

[RealistRPh]

What?!?!? Let me guess you work for CVS?

 

[StevePerry]

I have a little tip for you. When talking to a patient always ask them open ended question that reqire an answer. Asking these idiots yes and no questions is a recipe for disaster.

Using your example I would have said, "sir, what is your address?" This requires a rsponse other than yes, no or a head nod.

People lose there brains when they walk into the pharmacy. Just keep your cool and get them out as fast as possible.

This is great advice for any students on here that plan on working retail at any point. Seriously. Some of the hoopleheads you'll run into are A1 classact customers.

 

[Ackj]

Me: How many are you picking up?
Him: How many do you have for me?
Me: Let me see, looks like 1. Does that sound right?
Him: You tell me. Is that right?
Me: Sir I only ask because I want to make sure I retreived all your medications from the bin and that we have filled all the medications that you are here to pick.
Him: Why wouldn't you?
Me: sigh

I've given up on the "how many?" unless it's a patient I know and remember to be sane. Here's an all-too-common scenario:

"I'm picking up 3...or maybe 4..."
(we have one)
"But where's my water pill.... and the simvayzin?"
(check records, he picked them up 4 days ago)
"Sir, do you remember picking them up?"
"No, that's why I'm here"
(pull signature log)
"Sir, is this your signature here?"
"Well, it could be, I'm not sure..."

 

[rxlea]

I've given up on the "how many?" unless it's a patient I know and remember to be sane. Here's an all-too-common scenario:

"I'm picking up 3...or maybe 4..."
(we have one)
"But where's my water pill.... and the simvayzin?"
(check records, he picked them up 4 days ago)
"Sir, do you remember picking them up?"
"No, that's why I'm here"
(pull signature log)
"Sir, is this your signature here?"
"Well, it could be, I'm not sure..."

Yeah because older people have trouble keeping track of all their pills. It is sad. I don't find those scenarios funny. When I worked retail (and I know this isn't possible anymore because of volume, pressure from mgmt, and that CVS in general is P.O.S.) I asked the most forgetful patients to bring their pillbox with them when they picked up their meds. At the time, we had more than enough techs that I was able to put their pills in the container with them. Not possible now, I know, since they cut tech hours and work their pharmacists like they are mules. Maybe it would work at an independent, more rural setting or something. But, some patients I just have more compassion for.