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    Home Study Details


    Program Type

    Home Study Webcast

    Credits

    1.25 Contact Hour(s)

    Release Date

    Saturday, October 14, 2017

    Offline Date

    Tuesday, April 14, 2020

    ACPE Expiration Date

    Tuesday, April 14, 2020

    Target Audience

    Pharmacy Technician

    Cost

    $4.00

    • Overview

      When colleges conduct employer surveys for feedback on the abilities of recent graduates, across the board, the first item mentioned typically incorporates a "soft skill" of some sort. Unlike didactically taught skills where students are trained in an often regimented and prescriptive manner to perform a series of tasks, "soft skills" are often lost among the more mechanical course requirements. "Soft skills" are simply those skills that lead to harmonious working relationships between coworkers and customers alike. Within the pharmacy setting, employers echo time and time again that the need for these skills is paramount. Pharmacy team members with excellent "soft skills" stand out! This is usually the technician or pharmacist who is asked to help de-escalate situations with "problem" customers. And, with the appropriate use of keenly developed skills, magic unfolds! Suddenly, the angry customer is speaking rationally and working through the same situation that caused an explosion with another well-intentioned team member. How is it, then, that the two associates achieve vastly different results when working through the same situation and communicating the same information? The answer lies not within the information itself but within the customer’s perceptions of that information. Using New York Time's best-selling author Richard Gallagher's book The Customer Service Survival Kit as a basis for effective skills in communicating with customers, this session will examine the underlying principles of this book as they apply to a traditional pharmacy environment.

       

       

      This course is accredited for Pharmacy Technicians ONLY.

      Rating

         4.50  out of 5

      Handouts

      • Slide Document :   17089H04_4pp.pdf
      • Slide Document :   17089H04_2pp.pdf

      Financial Support By

      PharmCon
    • Pharmacy Technician

      Recognize the difference between an angry customer and a toxically entitled one, identifying techniques for effectively addressing each of these patient populations.
      Identify tools used by industry experts to effectively problem solve in the pharmacy setting.
      Recognize methods used by customer relations experts to effectively manage common service issues in the contemporary pharmacy setting.
      Identify ‘catch phrases’ that should be avoided when working through a customer encounter in the pharmacy.
    • Activity Type

      Knowledge

      CE Broker

      20-598306

      Universal Activity Number

      Pharmacy Technician 0798-0000-17-089-H04-T

      ACPE PharmCon is accredited by the Accreditation Council for Pharmacy Education as a provider of continuing pharmacy education.

      PharmCon is an approved course provider for continuing education for nurses by the Florida Board of Nursing. PharmCon is also recognized by the California Board of Nursing as a provider of nursing programs.

      In order to obtain a Statement of Credit, participants must score no less than a 70% on the activity's test and complete a program evaluation.

    • Faculty

      Kevin  Hope, RPh
      Clinical Pharmacy Education Specialist, PharmCon, Inc.

    HARDWARE REQUIREMENTS
    Standard Windows/Mac System
    iPad or iPhone
    Minimum screen resolution: 1024x768
    Speakers or headphones
     


    SOFTWARE REQUIREMENTS
    Microsoft Edge
    Internet Explorer 8.0 or higher
    Google Chrome
    Safari
    Firefox 3.0.3 or higher


    NETWORK REQUIREMENTS
    Broadband Internet Connection:
    T1, Hi-speed DSL or Cable
    4G cellular connection
     
     

    This continuing education activity is held as copyright by PharmCon, Inc. Through this notice, PharmCon, Inc. grants permission of its use for educational purposes only. These materials may not be used, in whole or in part, for any commercial purposes without prior permission in writing from the copyright owner(s).