Telephone Etiquette

What is etiquette? Etiquette is a code of polite conduct. If you practice proper etiquette, you will less likely be prone to offend people, and this etiquette is crucial when working in a pharmacy—particularly when answering the phone.

One of the most important things to remember when answering the telephone in the pharmacy is to identify yourself as a pharmacy technician; in some states this is actually a requirement. For example, “Good morning, Good Will Pharmacy. This is Shelli, pharmacy technician. How may I help you?”

Using a conventional courtesy like “good morning” and “thank you for calling” are a polite way to begin and end a conversation on the phone. Always strive to be as professional and friendly as possible.

Be a good listener. Pay attention to what the caller is saying and focus on their needs. Be pleasant and courteous.  If someone is hard of hearing, slow down, speak clearly, and pronounce each word clearly. If you try and put yourself in someone else’s shoes, you will have a greater understanding and more sympathy for what someone else is going through.

When you receive a phone call asking to fill a new prescription, you will most likely need to turn the phone over to the pharmacist. In most states, technicians are not allowed by law to take prescriptions over the phone.

Always refer to the pharmacist for any questions about administration of drugs, effects of a medication, any medical conditions, or drug interactions. Any questions that require a professional medical judgment should always be referred to the pharmacist.

Staying calm, polite, invested, and in-tune to what the caller is requesting will help the conversation flow smoothly and the caller will feel like they have receive excellent customer service.

Do you have any additional tips to add to our list? We’d love to hear about your experiences!

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