CUSTOMER SERVICE 1-3
Outstanding customer service is vital for the continued success of any business – and nowhere more so than in community pharmacy, which has the customer/patient truly at the core of its service.
As such, this award will go to a pharmacy that can demonstrate a supreme level of commitment to providing the very highest level of customer service and, in doing so, can merit the accolade of being truly ‘customer focused’.
WHO CAN ENTER? This award is open to all independently-owned pharmacies that want to be recognised for their outstanding customer service. The winner will be able to produce clearly-defined evidence of an optimum level of customer care, which not only includes superb levels of staff support, knowledge, training and attention to detail, but which also encompasses attention to practical issues, such as innovative product provision, merchandising and retail prowess.
GENERAL AWARDS CRITERIA This award will recognise pharmacies which have a genuine and innovative focus on customer service and care. It is designed for those who can demonstrate excellent customer service and achievement within the pharmacy sector.
Judging is carried out by a Mystery Shopping Company and a mystery shopper will visit your store and get a sampling of your service. Your store is then scored accordingly based on the level of service the shopper receives.
YOU MAY BE SCORED ON THE FOLLOWING FACTORS:
Presentation of the store both interior and exterior Accessibility of the pharmacist: Is it easy to speak with the pharmacist when necessary?
Level of customer care demonstrated by the staff within the store: Have they asked the right questions?
HARRISON HEALTHCARE, BELFAST ‘Customer service is vitally important in today’s pharmacy market,’ pharmacy owner, Colin Harrison, told PiF. ‘The customer or patient isn’t simply looking to have a prescription filled, they’re looking for information, support and guidance – all delivered with warmth and understanding. Every member of our team is trained to greet customers in a warm and friendly manner, and to always make eye contact. We have to remember that we may be the only person that that customer speaks to during the day. Our role goes much further than simply providing medication.’
CUSTOMER SERVICE 4+ PHARMACIES
Outstanding customer service is vital for the continued success of any business – and nowhere more so than in community pharmacy, which has the customer/patient truly at the core of its service.
As such, this award will go to a pharmacy that can demonstrate a supreme level of commitment to providing the very highest level of customer service and, in doing so, can merit the accolade of being truly ‘customer focused’.
WHO CAN ENTER? This award is open to group pharmacies, with four or more branches throughout Northern Ireland, who want to be recognised for their optimum level of customer service and their commitment to ensuring an improvement in, and maintenance of, patient outcomes.
GENERAL AWARDS CRITERIA This award is open to pharmacies which have demonstrated a genuine and innovative focus on customer service and care. It is designed for those who can provide detailed evidence of excellent customer care and achievement.
A maximum of five branches from one pharmacy group can be entered into this award category.
Judging is carried out by a Mystery Shopping Company and a mystery shopper will visit your store and get a sampling of your service. Your store is then scored accordingly based on the level of service the shopper receives.
YOU MAY BE SCORED ON THE FOLLOWING FACTORS: • Presentation of the store both interior and exterior
• Accessibility of the pharmacist: Is it easy to speak with the pharmacist when necessary?
• Level of customer care demonstrated by the staff within the store: Have they asked the right questions?
GORDONS CHEMIST, BUSHMILLS ‘I think it is the atmosphere in the shop that makes the greatest impression on the patients and customers,’ said pharmacist, Kathryn Kane. ‘The atmosphere is terrific and the girls all get on very well. We firmly believe in treating each and every customer as an individual and focus our customer service entirely on making them feel special. I think that’s what has led to our success and we are absolutely delighted.’
Gordons Chemist, Bushmills, celebrate their win.
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