In a previous role, I encountered a customer who was extremely frustrated due to a medication error. I listened attentively, empathized with their situation, and quickly escalated the issue to the pharmacy team for immediate correction. I kept the customer informed throughout the process and followed up to ensure their satisfaction. This approach not only resolved the immediate issue but also built trust and demonstrated our commitment to customer care.

I prioritize tasks based on urgency and customer need. For instance, I prioritize calls from customers with immediate prescription needs or those experiencing adverse reactions. I use a ticketing system to manage calls systematically, ensuring no customer is left unattended. This method helps me maintain efficiency and provide timely assistance, which is crucial in a fast-paced call center environment.

I regularly attend webinars, participate in online forums, and read industry publications to stay updated on pharmaceutical products and regulations. Additionally, I engage with colleagues and mentors to discuss new developments and share insights. This continuous learning approach ensures I am well-informed and can provide accurate information to customers, enhancing their trust in our services.

I would first listen carefully to the customer's concerns, ensuring they feel heard and understood. I would then apologize for any inconvenience caused and offer a solution, such as expediting a prescription refill or providing additional information. If necessary, I would escalate the issue to a supervisor for further action. My goal is to resolve the issue promptly and satisfactorily, reinforcing the pharmacy's commitment to customer satisfaction.

In my previous role, I implemented a CRM system that allowed us to track customer interactions and preferences more effectively. This tool helped us personalize customer service, anticipate needs, and provide quicker resolutions. By leveraging technology, we enhanced efficiency and improved customer satisfaction rates, demonstrating the value of integrating tech solutions into customer service strategies.