What time is appropriate for pharmacy phone calls to customers?

Telephone communication time

In the telephone return interview work, we must first understand that only at the right time can we make the right call and achieve the most effective communication.

The first principle for pharmacy staff to call customers is to try to avoid disturbing them when they are busy. The most suitable time for phone calls is between 3pm and 6pm on Tuesday, Wednesday and Thursday. , but also consider the member's occupation. For example, it is best not to disturb the accountant at the beginning or end of the month. These require pharmacy personnel to understand as much customer information as possible and make appropriate choices based on different situations.

In addition to trying to minimize the degree of disturbing customers, another time point that needs to be focused on is the time when members purchase medicines. The onset time, dosage, etc. of the medicines purchased by customers must be based on this. .

For example, customers, especially mothers of children, are generally in a hurry when buying medicine, so they should immediately follow up with a text message after purchasing the medicine to remind them of basic information such as the method of taking the medicine, the time period, and precautions. , the first telephone follow-up interview will be conducted after the customer's condition has improved after taking the medicine for three days, and the second telephone return visit will be conducted after one week of taking the medicine.

Therefore, telephone return visits are definitely not a rigid work indicator. Instead, we must truly stand from the customer's perspective and understand the customer's mood in order to provide customers with the most considerate services.

What we can implement is '3+2+3' (3 days + 2 weeks + 1 month) medication treatment course follow-up visits for loyal members after purchasing medicine, and '1+ after newly developed members apply for a card. 1+2' (1 week + 1 month + 2 months) thematic return visit.

It is also a good choice to institutionalize telephone return visits. Some pharmacies will even export and print all members’ phone calls and filter them according to different themes.

In addition, special attention needs to be paid to the telephone return visit time for special groups. Complaints and inquiries from customer groups should be dealt with as soon as possible. Medicines that require special taking, medicines that require special instructions, and customer issues should be dealt with as soon as possible. In the case of wrong medicine, the customer must also be visited within the shortest possible time.