"In my experience as a pharmacy technician, I have had a handful of customers come into the community pharmacy upset about an issue. I'm typically the first person they see, so I immediately acknowledge their distress and assure them that I'm there to help. I first actively listen to their concern or complaint to be sure I understand what the problem is and what resolution they are seeking. I remain positive and never allow the customer's behaviour to dictate my response. If we are at fault for the issue, I apologize and take ownership, and reassure them of my commitment to resolving the issue. I will use my available resources to resolve an issue, and if I cannot, I will give them the appropriate contact information to take with them. If I do this, I will call them the next day to check in on the situation and ensure it was resolved."

Pharmacy technicians could be the face of customer service in certain roles at the NHS, and at times, the public can be difficult to work with. Hundreds of transactions are completed each week, so it's likely that a customer will be upset or frustrated at some point. The interviewer is discovering how you handle conflict and stress in these situations. Describe ways you deal with an upset customer and how you work to problem-solve when there is an issue.