Aggressive customer in a pharmacy: how pharmacist should act?
Temperature and atmospheric pressure difference, daylight hours decrease – all these motives negatively impact the psychological human health and often force pharmacy customers become aggressive. How to determine this customer type and how to avoid the conflict?
The aggressor is an irritable and impulsive customer. They have aggressive behavior and want to argue with everyone. They are absolutely sure that they are right and don’t want to listen any criticism in their address.
How to recognize them?
They splash out negative, barely crossing a pharmacy door (“the door is too tight”, “the floor is too slippery” etc.). Reaching a pharmacist, they overwhelm them with many questions, trying to create a conflict situation.
How to work?
In communication with such type of customer is very important to find touch point: answer correctly, basing on logic arguments , be patient and friendly and do not take offence to harsh remarks. The mail goal of such customer is to let off steam, get rid of negative emotions causing it in you. Don’t give in to provocations and don’t show any emotions except compassion.