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From the Patient’s Lens: Winning Communications for the Most Difficult Encounters

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Overview / Abstract:

Pharmacy team members with excellent skills in communications stand out! These are usually the team members who are asked to de-escalate situations with customers, as others back slowly away. With the appropriate use of keenly developed skills, magic unfolds! Suddenly, the angry customer is speaking rationally and working through the same situation that caused an explosion with another well-intentioned team member. How is it, then, that the two associates achieve vastly different results when working through the same situation and communicating the same information? The answer lies not within the information itself but within the customer's perceptions of that information. Using New York Time's best-selling author Richard Gallagher's book 'The Customer Service Survival Kit' as a basis for effective skills in communicating with customers, this session will examine the underlying principles of this book as they apply to a traditional pharmacy environment for pharmacists, pharmacy managers, and pharmacy technicians alike.


Jan 30, 2018


Nurse Practitioner , Nursing CNE, Pharmacy CPE


Live / Seminar, Online, Webinar / Webcast / Video



Credits / Hours



PharmCon, Inc. is accredited by the Accreditation Council for Pharmacy Education as a provider of continuing pharmacy education.

Is This Activity Certified for "Live" Credit?


Presenters / Authors / Faculty

Kevin Hope, RPh, BCNP
Associate Professor/Program Director, Horry Georgetown Technical College

Activity Specialities / Related Topics


Sponsors / Supporters / Grant Providers

Pharmcon, Inc.

Keywords / Search Terms communication, customer, customer encounter, customer service Live CE CME Seminar CE CME Live CE CME Seminar CE CME Live CE CME Seminar CE CME Live CE CME Seminar CE CME Live CE CME Seminar CE CME

LIVE Activity Location Details

1404 Main Street
Conway, SC   SC
United States of America

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