Title: Practice patient care and customer service.
Course: Pharmacy Technician I (14152-I) > Section: Communicating in the Pharmacy Setting

Practice should include

- following the Omnibus Budget Reconciliation Act of 1990 (OBRA 90) requirement for consultation
- maintaining eye contact, a professional tone of voice, and pleasant facial expressions
- carrying on a patient-centric dialogue to express empathy
- keeping the conversation focused on the problem
- resolving conflicts
- providing understanding of health-literacy situations
- asking patients the appropriate questions to assist the pharmacist in identifying those who request/need counseling.

See ASHP 2.2.

Process/Skill Questions:

- What is important to you when you are a pharmacy customer/patient? Why?
- How can a pharmacy professional exhibit a positive attitude when a problem arises that is not the pharmacy’s fault or when a problem arises that is the pharmacy's fault?
- How can a pharmacy professional exhibit a positive attitude when a patient is upset?
- How is it possible to show professional assertiveness and politeness simultaneously?
- What are some questions to ask that might identify a need for pharmacist counseling (other than, “Do you want the pharmacist to counsel you")?
- What are examples of situations in which a pharmacy technician should seek assistance from a professional colleague or security personnel to handle a customer service challenge?