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CUSTOMER SERVICE (4+ PHARMACIES) BOOTS, BALLYCLARE


supported by


Boots Ballyclare celebrate winning Customer Service (4+ Pharmacies) alongside Brian Morgan, Director of UK and Ireland Business, KISS Cosmetics


there’s no doubt that Ballyclare is one of northern Ireland’s busiest small towns. the town square is always bustling with activity and acts as the ‘hub’ for the local population’s retail needs.


the Ballyclare branch of Boots is one of the busiest businesses on the square – and with good reason! the 2001 census showed that there were almost 10,000 people living in the town and surrounding areas and this figure has already increased considerably thanks to new housing developments. this Boots may be one of the chain’s smaller stores, but it offers everything that its local community could possibly need in terms of healthcare advice, support and products. and it’s obviously fulfilling its role brilliantly – as highlighted by the fact that it has picked up this year’s customer Service award (4+ pharmacies).


Every element of the service that the mystery shopper received in this Boots branch was excellent – from the initial appearance of the pharmacy and staff themselves, to the level of service she received. although the branch is located in the busy town square, patients have no problems getting parked thanks to the off-road parking outside and the fact that it is directly facing the car park in the square, making the pharmacy easily accessible to local patients.


the shopper found the overall appearance clean and clear, with signage brand consistent. they were particularly impressed that, despite the fact that


building work was taking place next door to the pharmacy on the day that they visited it, the staff had gone to great lengths to ensure that the entrance to the store was clear of litter and objects, making it safe for patients and passers-by alike.


this excellent first impression continued on entering the pharmacy where the shopper found the overall appearance of the interior welcoming and inviting. the shelves were well stocked and every item was clearly priced.


despite the fact that, on the day of their visit, the pharmacy was extremely busy, the mystery shopper observed that every customer in the pharmacy was being attended to in a confident and reassuring manner. as a result, patients were happy to wait for the few minutes necessary and the atmosphere was calm and friendly.


the combined effect of the shopper’s first impressions led them to award the pharmacy’s interior and exterior scores of 100 per cent: highly commendable scores indeed. the staff on the shop floor were all wearing smart uniforms of jackets and blouses. Everyone was working well together. as the shopper approached the pharmacy side of the shop, they were immediately approached by a female staff member, who warmly greeted them and asked if she could be of help. the shopper referred to a pain in their back caused by lifting her son and that she was looking for some form of pain relief. the staff member’s response reassured the


shopper and made her feel that she could fully trust the advice that she was being given.


the staff member was very familiar with the shopper’s complaint and immediately began to ask lots of relevant questions to determine the symptoms including when the problem had occurred and what the shopper had already taken for it. She also asked about the shopper’s previous medical history. the staff member informed the shopper that she would be able to address the query herself and did not require any assistance from any other member of staff. after further discussion, the staff member provided the shopper with a maximum strength ibuprofen gel, which was perfect for the shopper’s ailment. She also gave the shopper comprehensive advice on how to use the product and described how the drug would absorb through the skin.


the shopper’s query about Eyelergy was also treated with a similarly confident and informative response. the staff member advised that, while the pharmacy did not stock that particular product, she would be able to recommend a similar product and also checked the ingredients of Eyelergy against the product that she recommended to ensure similarity.


the shopper was so impressed by their visit to the pharmacy that they said that they would ‘happily’ visit this store again’ in light of the service that they had received.


PharMacY In focUS - 31


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