How to Improve Your Communication Skills in the Pharmacy

by Hannah McSweeney

Improving communication skills in the pharmacy, especially on the retail side, can put you to the test and decide whether you will sink or swim in the environment. Even if you do not have an extroverted personality type, it is still vital to have good communication skills and customer service. 

Here are a few tips on ensuring you rise to the top in communication and customer care. The key to improving communication skills is to listen. Being an active listener can often be an overlooked skill in a fast-paced work environment. However, it is something that makes the customer feel like they are worth your time and creates a more memorable and personalized experience. Sometimes even angry patients or those with an unpleasant demeanor may act in such a way until someone takes the time to genuinely listen to their concerns. The next big thing to improve communication is to have a clear and effective speech. When answering or helping a customer, it is best to stay away from any negative tone or remarks, as well as using effective suggestions. This is a great way to sneak in upselling and branded products your pharmacy may be trying to push. 

It is also essential to have correct suggestions and responses, so knowing as much as possible to be an effective communicator is a big help. Never stop learning! Also, depending on your pharmacy’s state laws, know when to grab a pharmacist for consultation services. Once you have these skills down, a huge reminder we all need at some point or another is not to assume anything and always remain empathetic. 

Many times there may be situations that arise in the pharmacy where it comes off as malicious or ill intent. During these times, it is important to remember that by keeping an open mind and not assuming the worst, we may come across as empathetic, patient, and even compassionate. Overall, actively listening, having clear and effective communication, and remaining open-minded are some of the most powerful communication tools. These ensure that you will not only improve your communication but will also help in sales and overall customer experience and care. 

Resources:

https://www.vocalcom.com/blog/7-rules-for-effective-customer-service-communication/ 

https://blog.hubspot.com/sales/communication-skills-sales