Customer complaint ata multiple...

[pharmer7]

I was asked by the manager to have a private word. I was apparently "abrupt" and rude to a patient on the phone one morning in a certain branch. The strange thing is, I am absolutely 100% adamant, it was not me. I don't even remember talking on the phone to a person regarding this conversation that she mentioned and from all that I can gather the customer said they talked to someone that morning I worked there. However, she was asking if it was my first time there, asked how many other branches i worked for, then hit me with this. I don't mind admitting to be at fault when I did something, however, I am upset because I didn't do it, and of every pharmacy (and any workplace) I have never been accused, by anyone of being rude or aggressive.
The manager seemed to be checking up on me throughout the day as well which annoyed me, probably thinking I was going to beat up customers.. If someone here wants some more details then pm me, probably shouldn't mention too much in the open.

[SolomonQ]

what is your position in this pharmacy? relief manager?

[pharmer7]

No, its as an independent locum.

[SolomonQ]

speak to the person arranging your bookings

if it was my first time there, asked how many other branches i worked for, then hit me with this.

probably wanted to see where you stood with the company in general. i.e. if you were a random or a regular locum.

I work for multiples mostly, but kinda know the people in charge i.e. those above the manager position. Had a patient saying she was going to complain. Next day I received a phone call from the superintendents office asking for my side of the story as the patietn had said I was rude and arrogant, I was thus expecting a phone call from the area office to "tell me off" Didn't receive one, so called up my self, spoke to the relevant person, she asked "you'r not rude to patients are you" I said "no" she said ok , and that was the end of that.

[dizzyb23]

I've just seen this thread. Customer complaints in a large multiple are now a regular part of the job. This has become the norm sad to say. And I can honestly say that if you do get a complaint against you and no matter how it's investigated, you will not be believed. The customer will always be right even when they are so wrong. I mentioned on another thread about a wonderful 57 year old evil nasty bag that we've recently inherited from BOOTS. She was in last wednesday as a new customer demanding from the get go that she wanted her meds now (nothing unusual) and they should be delivered whenever. She isn't disabled or elderly. She wanted her meds delivered Monday of this week. We didn't have the script and no delivery driver as he was on holiday and our company doesn't stump up for relief drivers. After politely being told that we would get them out to her as soon as we have her script, she put the phone down and phones HO. The Superintendant Pharmacist called us 30 minutes later telling us that we had apprently refused point blank to deliver the meds and were rude to the customer!!!!! All of this was an outright lie but who did the company believe??? And guess what?? We were told to go and pick up her script ourselves, dispense and deliver before the end of the day!!!!!!!!!!!!!!!! Please tell me why we bother?? Please tell me why people who should know better believe the bullshit of some sponging, ignorant, rude healthy woman who will no doubt take her business elsewhere shortly above the explanations of an experienced and much loved Pharmacist, two very experienced and helpful Techs and kind assistant with the patience of a saint? I have officially given up. I have spent years bending over backwards for the customer and for what?

[tinx25388]

The thing that gets my goat, is that the more customers moan, the more we are pressured to bend over backwards for them, often at the expense of the more deserving, yet patient, customers.

[dizzyb23]

The thing that gets my goat, is that the more customers moan, the more we are pressured to bend over backwards for them, often at the expense of the more deserving, yet patient, customers.

Totally agree with ya. The more we do, the more they want. They are so demanding these days. And their demands are totally unrealistic.....We had a pregnant woman in yesterday with her mother insisting we dispense her hosiery even though there was no info on the script and she wanted them there and then even when we explained that we don't keep them in stock. She also had Fersamal tablets which are currently MCS, dalteparin inj which we aren't allowed to keep in stock because of the cost. So she spent 20 minutes s****** our pharmacist off to everyone in the shop. Her mother was just as bad. No doubt she'll phone head office and yet another complaint will be wrongly dealt with again.

[Defblade]

Thanks folks for reminding me (again!) never to consider working for a multiple......

[dizzyb23]

Thanks folks for reminding me (again!) never to consider working for a multiple......

My work here is done!! Even L**** used to support their staff once in a while, but now....no chance. We don't matter anymore.

[bobbin]

Thanks folks for reminding me (again!) never to consider working for a multiple......

If a complaint occurs, multiples hardly ever support their staff. They are all too willing to kiss the customer's butt, however rude and nasty they have been. It seems that they are more bothered about getting a few extra dispensing fees than supporting their loyal staff. Just shows what their priorities are.