SFU-018 - Module 6 (Soft skills)
Springpod Team
Created on September 17, 2024
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Transcript
Soft Skill: Customer Service
Introduction
As you embark on your journey through college and start contemplating your future career, it’s crucial to recognise the significance of soft skills. Among these, customer service stands out as one of the most vital. Regardless of your chosen field, the ability to provide excellent customer service can significantly impact your career success and personal growth.
What is Customer Service?
Conclusion
Types of Customer Service
Why Customer Service is Crucial for Your Career
Developing Your Customer Service Skills
Learning Objectives
Using Bloom's Taxonomy, the learning objectives for this customer service activity, which reinforces customer service as a soft skill, can be categorised as follows:
By following these learning objectives, you will develop a comprehensive understanding of effective customer service techniques and how to apply them in a pharmacy setting.
Creating
Evaluating
Understanding
Analysing
Applying
Remembering
Soft Skills Activity: Developing Customer Service Skills as a Pharmacist
This activity is designed to help undergraduate students develop the soft skill of customer service from the perspective of a pharmacist. By the end of this 30-minute activity, students will gain a better understanding of how to handle customer interactions with empathy, clarity, and professionalism in a pharmacy setting.
Identify Key Customer Service Principles
After reading the scenario, list the key customer service principles that you believe are important in this situation. Consider the following
Instructions:
How would you approach the customer?What communication techniques would you use?How would you prioritise their needs?What steps would you take to ensure the customer feels heard and supported?Example Principles:
- Active listening
- Empathy
- Clarity in communication
- Patience and professionalism
- Time management
2
Response Formulation (10 Minutes):
Based on the customer service principles you've identified, write a detailed response that you would give to the customer in the scenario. Your response should address:
Instructions:
Acknowledging the customer’s concerns and emotions.Providing clear and concise information about the medication.Offering reassurance about the side effects and explaining the steps to follow if any issues arise.Managing the customer’s time effectively by providing the necessary information without delay.
3
"I understand that starting a new medication can be concerning, especially with past experiences in mind. This medication is intended to help with [condition], and it’s important to take it as your doctor prescribed. The most common side effects are [side effects], but if you experience anything unusual, please contact us immediately. Let me quickly show you how to take it, and if you have any questions later, feel free to call us. I’ll make sure you’re all set so you can pick up your children on time."
Example Response:
Scenario Reading and Understanding (5 Minutes)
Read the following customer interaction scenario:
Instructions:
A customer walks into your pharmacy visibly upset. They have just been prescribed a new medication by their doctor and are confused about its purpose and how to take it. The customer is worried about potential side effects and mentions they’ve had bad experiences with medications in the past. They are also in a hurry, as they need to pick up their children from school.Focus on understanding the customer's emotional state, their concerns, and the urgency of their situation.
Scenario:
1
Click to zoom
Step 4: Reflection
Reflect on the response you formulated. Consider the following questions:
- How did you ensure the customer felt understood and supported?
- Did your response effectively manage the customer’s time?
- Were there any areas where you could have provided more information or shown more empathy?
- How would you adjust your approach if the customer had additional questions or seemed more anxious?
Instructions:
4
Outcome
By the end of this activity, you will have practised applying key customer service principles to a realistic pharmacy scenario. This exercise will help you develop the ability to communicate effectively with customers, handle their concerns empathetically, and provide them with the necessary information in a timely and professional manner.
Response Formulation
Response to the Customer:
"I can see that this situation is causing you some concern, and it’s completely understandable given your past experiences. The medication your doctor prescribed is intended to help manage your [condition], and I’m here to make sure you’re comfortable with taking it.Let me explain briefly how this medication works and how you should take it. You’ll need to take it [dosage instructions], and it’s best to take it with [food/water] to help with absorption. The most common side effects are [list common side effects], but these are usually mild and manageable. However, if you notice anything unusual or feel uneasy, please don’t hesitate to reach out to us or your doctor immediately.I know you’re in a hurry, so let me quickly check that everything is clear for you. If you have any more questions later, feel free to give us a call. I want to make sure you feel confident and supported before you head out to pick up your children."
Scenario Reading and Understanding
A customer enters the pharmacy upset, confused about a newly prescribed medication. They are concerned about potential side effects, mentioning past negative experiences with medications, and are in a hurry due to needing to pick up their children from school.
Scenario Recap:
1
Identify Key Customer Service Principles
Key Customer Service Principles:
- Active Listening: It’s important to fully understand the customer's concerns by listening carefully to their worries about the new medication and their past experiences.
- Empathy: Acknowledge the customer’s emotions, showing that you understand their concerns and are here to help.
- Clarity in Communication: Provide clear and easy-to-understand information about the medication, including its purpose and how to use it properly.
- Patience and Professionalism: Maintain a calm and professional demeanour, even though the customer is upset and in a hurry.
- Time Management: Respect the customer’s time by providing necessary information promptly and efficiently, allowing them to leave quickly.
Click to zoom
3
2
Step 4: Reflection
In my response, I made sure to acknowledge the customer's concerns and provide clear, concise information about the medication. By addressing their emotional state and offering reassurance, I aimed to make them feel understood and supported. I also managed the customer’s time effectively by being succinct and offering a way to contact me if further questions arise.If I were to adjust my approach, I might spend more time at the beginning of the conversation validating the customer’s past experiences with medications. This could further build trust and show that I am genuinely invested in their well-being. Additionally, I would ensure that I maintain a calm and patient tone throughout the interaction, even if the customer becomes more anxious or asks for further clarification.
Reflection on the Response:
4
Outcome
Through this exercise, I’ve practised applying essential customer service principles in a realistic pharmacy scenario. This has helped me enhance my ability to communicate effectively, empathise with customers, and provide them with timely, accurate information in a professional manner. I feel more confident in handling similar situations in the future, ensuring that every customer leaves the pharmacy feeling supported and well-informed.
Well done!
You have completed this soft skills activity. We hope you have enjoyed the programme and picked up some new skills and information!
To develop your customer service skills, focus on building strong communication, empathy, and problem-solving abilities. Practise active listening by fully engaging with customers, understanding their needs, and providing thoughtful responses. Enhance your empathy by putting yourself in the customer’s shoes, showing genuine care and understanding for their concerns. Develop your problem-solving skills by identifying issues quickly, thinking creatively to find solutions, and following up to ensure customer satisfaction. Practise patience by remaining calm and composed during challenging interactions, and managing your emotions effectively. Lastly, seek opportunities to engage in customer service roles, such as part-time jobs, internships, or volunteer activities, to gain hands-on experience and improve your abilities.
Identify key customer service principles (e.g., active listening, empathy, clarity in communication, patience, and professionalism).
- Differentiate between the emotional needs and the informational needs of the customer in the scenario.
- Analyse the response provided to identify how well it addresses the customer’s concerns and emotional state.
- Create a tailored customer service strategy for handling similar situations in the future.
- Design an approach that can be adapted to various customer service scenarios, ensuring that each customer feels supported and well-informed.
There are various forms of customer service, each playing a crucial role in different contexts. Direct customer service involves face-to-face interactions with customers, requiring strong interpersonal and communication skills. Telephone customer service focuses on assisting customers over the phone, necessitating clear and articulate verbal communication. Online customer service includes email, chat, and social media interactions, requiring written communication skills and the ability to manage multiple channels. Self-service support involves creating resources like FAQs, help articles, and instructional videos, empowering customers to find solutions independently. Finally, proactive customer service is about anticipating customer needs and addressing potential issues before they arise, enhancing the overall customer experience.
- Explain the importance of empathy and clear communication when interacting with customers, especially in a pharmacy setting.
- Summarise the main concerns and emotions of the customer based on the given scenario.
Customer service is a foundational soft skill that underpins your ability to succeed in any career. By developing your direct, telephone, online, self-service, and proactive customer service skills, you will be better equipped to build relationships, advance in your career, enhance productivity, and foster innovation. Start honing your customer service skills now, and you’ll set yourself up for a successful and fulfilling professional journey.
- Compose a response to the customer's concerns that effectively incorporates empathy, clarity, and professionalism.
- Demonstrate the ability to manage the customer's time while providing thorough and reassuring information.
- Assess the effectiveness of the customer service response in achieving a positive outcome for both the customer and the pharmacy.
- Critique the response to identify areas of strength and opportunities for improvement in customer service techniques.
Effective customer service plays a fundamental role in building relationships, career advancement, performance, productivity, and innovation. Strong customer service skills help build trust and rapport with customers, clients, and stakeholders by demonstrating a commitment to their satisfaction and well-being. It enhances career advancement opportunities, as employers value individuals who can maintain positive customer relationships and contribute to a company's reputation and success. Customer service boosts performance and productivity by resolving issues efficiently, reducing customer churn, and creating a loyal customer base. Additionally, the ability to provide excellent customer service enhances innovation, as it involves continuously seeking ways to improve the customer experience and adapt to evolving customer needs.
Customer service is the act of assisting and supporting customers to ensure their satisfaction with a product or service. It involves addressing customer inquiries, resolving issues, and providing a positive experience that encourages loyalty and repeat business. Effective customer service requires a combination of communication, empathy, problem-solving, and patience, enabling you to meet customer needs and exceed their expectations.