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    Home Study Details


    Program Type

    Live Webinar

    Credits

    1 Contact Hour(s)

    Release Date

    Tuesday, June 6, 2017

    Offline Date

    Saturday, June 6, 2020

    ACPE Expiration Date

    Saturday, June 6, 2020

    Target Audience

    Pharmacist, Pharmacy Technician

    Cost

    $30.00

    • Overview

      Pharmacy team members with excellent skills in communications stand out! These are usually the team members who are asked to de-escalate situations with customers, as others back slowly away. 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 for pharmacists, pharmacy managers, and pharmacy technicians alike.

      Rating

         4.75  out of 5

      Handouts

      • Slide Document :   17118L04_4pp.pdf
      • Slide Document :   17118L04_2pp.pdf

      Financial Support By

      PharmCon
    • Pharmacist

      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.
      Identify tools used by industry experts to effectively problem solve in the pharmacy setting.

      Pharmacy Technician

      Identify 'catch phrases' that should be avoided when working through a customer encounter in the pharmacy.
      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.
    • Activity Type

      Knowledge

      CE Broker

      20-575405

      Universal Activity Number

      Pharmacist 0798-0000-17-118-L04-P
      Pharmacy Technician 0798-0000-17-118-L04-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).