Pharmacy Tech Interview Questions


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CVS Health
Certified Pharmacy Tech was asked...September 21, 2015

How do you handle difficult customers?

2 Answers

I first need to have an understanding of the companies policy on matters so my response is in adherence to their standards. Then keeping a lowered tone in my voice to reflect a calm and professional mannerism. Less

First and foremost - listen. Do not try to talk over the customer or argue with them. Let the customer have their say, even if you know what they are going to say next, and even if they may not have all the information or be mistaken. As you listen, take the opportunity to build rapport with the customer. Build rapport through empathy. Put yourself in the customer's shoes. Echo back the source of their frustration and show that you understand their position and situation. If you can identify with a customer's issue, it will help calm them down. If you verbally "nod" during the call, the customer will feel better understood. Lower your voice. If the customer gets louder, start speaking more slowly and in a lower tone. Your calm demeanor will reflect on them and will help them to settle down. As you approach the situation with a calm, clear mind, unaffected by the customer's tone or volume, anger will generally dissipate. Assume all your customers are watching. Pretend you are not talking only to the customer but to an audience that is watching the interaction. This shift in perspective can provide an emotional buffer if the customer is being verbally abusive and will allow you to think more clearly when responding. Since an unruly customer can be a negative referral, assuming they'll repeat the conversation to other potential customers can help ensure you've done your best to address their concerns in a calming way. Know when to give in. If not satisfying the customer is going to take two hours and a bottle of aspirin and risk negative referrals, it is probably better to draw a compromise a bit more in their favor to give you more time to nurture your more productive customer relationships. Keep in mind that the interaction is not typical of most customers, and that you're dealing with an exception. Never get angry or upset. If the customer is swearing or being verbally abusive, take a deep breath and continue as if you didn't hear them. Responding in kind will not solve anything, and it will usually escalate the situation in a negative direction. Instead, remind the customer that you are there to help them and their best immediate chance of resolving the situation - often this simple statement will help defuse the situation. Never take it personally. Always speak to the issue at hand and do not get personal, even if the customer does. Remember that the customer doesn't know you and they're just venting frustration at you as a representative of your company. Gently guide the conversation back to the issue and how you intend to resolve it, and try to ignore personal comments. Remember that you're interacting with a human. Everyone has bad days. Maybe they had a fight with their spouse, got a traffic ticket that morning or have had a run of bad luck. We've all been there, to some degree. Try to help make their day better by being a pleasant, calming voice – it'll make you feel good too. If you promise a callback - call back! Even if you promised an update that you don't have yet, call the customer at the scheduled time anyway. The customer will be reassured to know that you were not trying to dodge them and will appreciate the follow-up. Summarize the next steps. At the end of the call, let the customer know exactly what to expect and then be sure to follow through on your promises. Document the call to ensure you’re well prepared for the next interaction. Less

CVS Health

Do you like a fast pace environment?

2 Answers

I work best under pressure

Yes, I hate not being productive

CVS Health

How would you handle an irate or unruly customer? (Not very difficult, but be honest, it matters.)

2 Answers

This is not necessarily a difficult question if you give it any genuine thought, however, be honest. If you're NOT great at customer service, and can't handle anyone who is less than pleasant, say so--There are customers like this daily. My response was along the lines of: "With a smile. Kill them with kindness. Take their rude comments and ignore everything but the issue they're dealing with and address it with pleasure. I don't take it personally, because it is not personal between them and I, it's personal FOR them. I'll do the very best I can, with all of the tools at my disposal, to address whatever is causing their angst, apologize for the inconvenience, and afterward, thank them for their patience, understanding, and for choosing CVS for all of their pharmacy needs." Less

This is brilliant, thank you, and thank you for this awesome review!

Rxperts Pharmacy

She wanted know about the years of experience I had. She ask if I knew how to package drugs and if i knew how to mix compounds. It was very short and not hard.

1 Answers

Well, at that time I had 3 years of experience.

Signature Healthcare (MA)

Do you have an experience in this job?

1 Answers

Yes, I had worked the same role before

Giant Eagle

Why did you apply to the store?

1 Answers

It was close to home and they were hiring and would provide training

Holland Hospital

Where do you see yourself in 5 years? 10?

1 Answers

Sitting in your seat interview someone else.

Lincoln Tech

Please tell me something about what pharmacy tech do?

1 Answers

The roll of the pharmacy technician is growing and Techs are being placed in more and more leadership roles, that year ago was a Pharmacist’s job to do. Gave many examples. I also told him about the new area that Pharmacy Tech are doing and that’s Nuclear Pharmacy. Less


How would you handle a very difficult customer?

1 Answers

Be patient with the customer, and try and resolve the issue . Apologize for any inconvenience Less

CVS Health

How do you manage complicated customer situations?

1 Answers

I listen carefully to see what the actual customer is unsatisfied about. Offer them assistance and patience. It usually solves the problem and if all else fails make sure to expedite them to management to see that all their needs are met. Less

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