Practice patient care and customer service.

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
resolving conflicts
providing understanding of health-literacy situations
asking patients the appropriate questions to assist the pharmacist in identifying those who request/need counseling.

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?