supported by AWARDS
CUSTOMER SERVICE AWARD (1-3 PHARMACIES)
WINNER:WHITEHOUSE PHARMACY, DERRY/LONDONDERRY
Brian Morgan, Director of UK & Ireland Business from KISS Cosmetics with Sandra Cooke and the team from Whitehouse Pharmacy
W
hitehouse Pharmacy is located in a small retail park and so competes – appearance wise – with other retail
outlets. the large sign at the entrance to the retail park, however, clearly highlights the presence of the pharmacy, making it easy for patients and customers to recognise it quickly. the automatic glass doors in particular make the pharmacy stand out and create a bright and welcoming entrance. Inside, the atmosphere is also warm and welcoming, with well-lit displays and neatly-stacked shelves.
the mystery shopper, who judged this category, was particularly impressed by the bright and welcoming appearance of the premises, especially by the candles and scented items, which were strategically placed the near the entrance, creating an inviting scent.
38 - PharMacy In focUS
the level of customer service was also excellent, with team members acknowledging his arrival with a smile and a warm welcome. the shopper was very impressed by the fact that, as he entered the pharmacy, both of the team members in the pharmacy acknowledged his presence with a smile even though both were busy carrying out tasks. the pharmacy assistant actually moved around the counter to greet the shopper and then gave him a few minutes to browse before approaching him to offer assistance.
the shopper was particularly impressed by the confident and knowledgeable way in which the pharmacist handled his query regarding a topical analgesic.
Sandra and Daphne Cooke, Whitehouse Pharmacy ‘We’ve always strived to put the patients first and foremost so it’s great to get this recognition for both ourselves and, of course, our great team. the fact that we have great customers and patients makes it even easier!’ Sandra Cooke ‘I’m just delighted to have won the award. We’ve a great team and we’re totally focussed on providing the best service that we can.’ Daphne Cooke
Brian Morgan, Kiss Cosmetics ‘Kiss is totally focussed on providing the highest levels of customer service, which is why we decided to support both of the customer Service awards. Whitehouse Pharmacy is a sterling example of the levels of customer service that we believe community pharmacy can offer.’
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