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Handling Customer Complaints

This Standard Operating Procedure outlines the process for handling customer complaints regarding drug products in a pharmacy. It emphasizes the importance of resolving complaints efficiently and professionally, involving the manager, pharmacist, and pharmacy assistant in the process. The procedure includes steps for understanding the complaint, offering resolutions, and ensuring customer satisfaction.

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1K views2 pages

Handling Customer Complaints

This Standard Operating Procedure outlines the process for handling customer complaints regarding drug products in a pharmacy. It emphasizes the importance of resolving complaints efficiently and professionally, involving the manager, pharmacist, and pharmacy assistant in the process. The procedure includes steps for understanding the complaint, offering resolutions, and ensuring customer satisfaction.

Uploaded by

a19-0610-168
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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STANDARD OPERATING

SOP DOCUMENT NO.: 7


PROCEDURE

HANDLING OF CUSTOMER
SOP REVISION NO.: 1
COMPLAINTS

PREPARED BY: REVIEWED BY: APPROVED BY:

Catherine R. Solinap Alberch M. Corvera Greg Lorenzo M. Corvera


(Pharmacist) (Operation Manager) (Owner)

I. OBJECTIVE:
To ensure that complaints concerning our product be resolved in an efficient and professional
manner to ensure customers satisfaction.

II. SCOPE:
All drug products offered in our pharmacy and all personnel employed in our pharmacy.

III. RESPONSIBILITY:
a. Manager
b. Pharmacist
c. Pharmacy Assistant

IV. PROCEDURE
1. Check the product being complained.
2. Ask the customers of the nature of complaint and check the label of the product.
3. Answer each complaint in a positive and understanding manner.
4. Listen and empathize to what the customer is saying.
5. Repeat your understanding of the situation to prevent misunderstanding.
6. Offer a resolution to the situation, while being sure you are still following the guidelines
of the pharmacy and then consult it with the Pharmacist, or in case of the Pharmacist,
consult it with the owner.
7. Resolve the complaint if possible or commit to doing something immediately, but not
creating false expectations.
8. Check whether the customer is satisfied with the proposed action, and if not, advise
alternative actions.
1|Handling Customer Complaints
9. Terminate the conversation in a positive approach. The Pharmacist should forward a
complain form for the client to sign. The document should have clearly stated the complete
and accurate record of complaint and subsequent discussions.

2|Handling Customer Complaints

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