How did the customer respond when you attempted to calm them down?
Answer examples and advice for how to answer this interview question for a Pharmacy Technician interview
Show your understanding of how listening and empathizing with a customer helps to diffuse tension and anger.
"I've had a patient thank me for taking the time to listen to them, provide solutions and calm them down."
Basic answer example
"The customer grew more relaxed as I let them vent. I spoke to them softly and in a calm voice, which helped prevent the conversation from escalating."
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How did the customer respond when you attempted to calm them down?
I listened attentively to the point of view and reason for the anger.
Yes! I used to work at a store called justice! We had to deal with lots of crazy moms and the littlest things would make them upset. We'd always tell them that we're sorry and that we will take care of whatever it is that they need. We tried to make them feel like they were being taken care of.
No I did not calm down onyone.
They were in great pain and did not want to wait in line.
I have been to customer service desk for a long time and once I got the person who was very upset due to a merchandise he bought for the christmas but it doesn't work, so in that case, I just make a complete eye contact with that guy in a sympathetic mood and said sorry for that thing happened and asked to let me know what can I do for him to compensate that thing.
I always first listen to patient.
Yes quite for a while.
Yes and I asked them what was wrong and fixed the problem.
Yes, I talked to that person calmly with empathy looking straight to the eye and asked whats the problem and fixed it..
I had to calm a customer in my previous job and I did it.
Indeed I have. I personally remained calm, and talked the customer through the issue they were experiencing, and together we were able to come up with a solution that made everyone happy!
Absolutely. They just want to be heard. WHen you remain calm and prove to them you are willing to fix their problem to the best of your ability they calm down and the issue is resolved.
Yes, during this period, I patiently listened to the distraught individual, giving reassuring head nods and eye contact to ensure the individual knew I am genuinely concerned and that they are my first concern. I was sympathetic throughout, until the individual seemed calm, and then I began to give an explanation as to why this happened.
Yes. At a hospital. We were in a queue waiting to be seen by a doctor then there was this emergency case and someone had been in a queue for more than an hour with us. The man just bursted and was so furious for it had taken long to be attended to and he was feeling really bad. I talked to him so he could calm down and help in raising his BP and I assured him he will take place instead. I know I was in pain but I had to let him go before me.
Quite a few times. I try and diffuse the situation by keeping my voice calm and reassuring the customer that I will do everything in my power to make things right.
Patient was angry for waiting in line. Told him he has to wait his turn. Other patients need the medication as much as he does.
In my experience of being a leader I dealt with a situation where I had a coworker and customer who was very upset and I believe the important thing is to listen and address. The important thing is to find a way that may be effective where people can effectively communicate their concerns to you and you as the leader come up with a reasonable solution that ensures that you heard their concerns and they will be addressed.
First of all keep the customer calm and suggest on trying to find a solution.
Yes, my son has Bipolar. I talk to him calmly with a soft voice till he calms down.
Yes while working on main reception I had a gentleman who was upset about a appointment with that I apollgised and said I would do my best to help.
Yes, a girl at the pharmacy had her boyfriend just break up with her and was falling apart. I talked to her on break and shared some of my own experiences and it calmed her down so she could focus on work.
Yes a lady started crying because she was out of refills and I listened to her concerns called her doctor while she was there and loaned her an emergency supply of medicine so she would not be without.
Yes; When I worked in the airline industry, both as a flight attendant, and as a customer service rep... I often had to deal with irate customers. I had to remain calm myself; offer a empathetic ear; listen, and focus on resolving the problem to the best possible outcome.
A customer came in upset because he did not have extended coverage on an item, but I exchanged the item for him and he left the store happy.
Yes, I listen to the reason of they being angry and try to help.
Yes they came around to my way of thinking after a few minutes.
One of my co-workers was frustrated and mad because she received emails about her errors. She was ready to go to the person who sent it and just give her reasoning. I, including others advised her to just talk to our supervisor and clarify.
Yes…helping a friend who lost her check for her tuition fee. She accidentally drop it in school and someone found it and returned it in lost and found section.
I have not had too. But if I ever did I feel like I would be able to deal with such a situation. I would try to ask what the problem is, if there is anything I can do to help, if not, then I will ask if I can get someone else to help this individual, until the situation is contained.
She was crying hysterically because her boyfriend just broke her phone and left her in the middle of the street.
Yeah I have, I old lady had one of her medicine changed and I had to convince her of that.
Yes a person was upset because her husband was taken in to care home. And she asked if we mind her looking around as it gives her time away from worring about him, I offered her water and gentle tap on shoulders to assure shes welcome any time to come to our shop if she needed top speak to anyone.
I have at one point. Its very hard to calm someone down when they are upset, whether it be because they're insurance isnt working, or they're just not in a good mood. I make sure to always calm myself before hand, speak in the calmest voice possible, speak slowly, and come up with a solution so both parties can be happy and want to come back. We don't want to lose a patient nor an employee.
When I was working at a local hardware store which was also a repair shop for lawn equipment, answering angry customers' calls was part of the job. I'd do my best to be understanding and empathetic about why they're upset about how long they had to wait for their mowers to be fixed or had the same problems again. And then I'd make sure I inform the service guys about the complaint and call back the customers to explain the situation.
Yes. When I worked in my previous job a customer was told her parcel had arrived in store but hadn't. So knowing she was upset I calmed her down by suggesting other items she may like using a discount for the customer event that was going on.
I have had to calm a patient down by listening with empathy. Then I have fixed the problem.
No, not that I can recall.
Yes, two people were arguing about a situation and I had to stop and get in the middle of it. I pulled one person out the room and had to calm them down and explain to them that we have a job to do and that if they didn't calm down they were going to get fired. Eventually they calmed down.
Yes, someone's father was very sick and he was thinking that the father would die, I had sit him down and told him that the best doctors are in charge of his father's case and that his father is getting the best attention and medication.
Yes, sometimes miss communications can lead to angry customer. I had a customer who was very upset that his transfer prescription was not ready when he came in for pick up. I had to apologize and calmly explain to him why it was not ready. It took awhile but in the end he understood and I was able to resolved his problem. And the most important part was happy leaving our pharmacy.
Working for Kaiser Maui Lani pharmacy, fortunately I had a lot of practice with irate patients. This has taught me so much. I learned that if you truly listen to what they have to say, apologies for what they are going through and let them know that you are trying your best to help their situation. It can really calm any situation.
Yes, some of our customers angry but I talk to them nicely and explain to them what they needs.
Yes, spoke to them and explained I understand and fixed the issue.
No, I haven't but if I had to, I would remain calm to try and resolve the situation.
Yes. This is at my previous work when a customer thought I drawn a mistake while scanning her items. She came back complaining then I politely approached her rechecked her items if I made the mistake however it was her misunderstanding she counted the items incorrectly.
Use a quite voice and try to remove them from the situation or a time out for them to calm down.
Yes, explained the situation and what was going on, I asked the individual what they wanted/ needed and just generally showed that I was listening and concerned about why they were upset.
Yes we had a irrated person that came into the shop that
She hates name and address being verified in the shop so
Now we take her in to the consultation room and ask her to verified her details.
When customers don't get the write hdbskak.
Yes, I'm not sure it worked.
New children settling in to the childminder.
Yes, when I was doing bubble soccer. Our manager overbooked us with more then 3 groups soo one of the customers were realy upset and wanted to play. So told her we are a little over booked and ill talk to the other group to see if they will be happy to let you guys switch off on the same field. And so I talked to the other team and they were ok with that. And so I just talked to the lady while her kids were on the field and just got to know her more. And I showed there family so much respect she came up to me after there game was over and she gave me a tip for being soo nice to them and helping them out.
Yes, talked calmly to them looked them in the eye, offered a quieter area.
I have had to calm a person down. The person was a coworker who came to my desk upset. I calmly discussed what was bothering him and within a short period of time, he was calmer so we could discuss the real issue. He left my desk with an understanding of the situation and we had a positive working relationship.
Colleague was being shouted at.
I've not had to calm any customer down yet.
Some times we are busy, asnd customer, ccame to pick it up his medications, but it wasn't ready, was so uppset, I apology for the inconvienet I invite to have a seat and offer coffe while we prepare his medication.
Yes, there was a very angry customer one time at my work place. She was upset because her insurance company doesn't cover her medication and she was sick. I had to carefully listen to her complaints, and then explain her that her doctor can change the medication with of the medications covered by her insurance. She left the pharmacy reassured and happy. She came back with a new prescription that we filled.
Yes, some customers who would disagree with my coworkers and I had to reasurre them that we found help them as much as possi.
Yes. Let them have their say about what they saw as the problem, asked them if they would like to talk through the incident, offered them a drink and explained why the situation arose and how they could offer a service used point of view in order for the incident to not happen again.