Nearly in a Punch up!

[Piquetero]

I've never have problems with annoying customers during my daily shifts; i have only met some drug addicts shouting at me during my late night shifts: here in italy we have a night shift from midnight to 8.30 a.m. : the doors of the pharmacy are closed and the customers have to pay a supplement of 3.80euro for call..so when a drug addict is asked about 5 euro for 2 syringes always starts an argue! so even if i'm able to deal with annoying italian customers, now, after i have read this topic, I'm asking myself if I'll be able to
deal with that guys in English! So i'm asking you all some effective sentences ready-to-use for addicts and thieves if I'll come to work in UK... anyway in the worst-case scenario i think I'll start to insult them in Italian,always very effective!

[Linnear]

Originally Posted by Piquetero

! So i'm asking you all some effective sentences ready-to-use for addicts and thieves if I'll come to work in UK... anyway in the worst-case scenario i think I'll start to insult them in Italian,always very effective!

I've got some useful phrases but they might get you struck off!

I always find the best way is to have a polite sentence such as:

We cannot give you that because ...

Then just keep saying that. If you have to repeat it over and over again they tend to give in. Especially if they are other people present as they end up looking very stupid.

The trick is never change your story because if you say one thing one minute and then alter it later they think that they're getting somewhere and will keep on until you give in and give them what they want.

[admin]

Originally Posted by Piquetero

I've never have problems with annoying customers during my daily shifts; i have only met some drug addicts shouting at me during my late night shifts: here in italy we have a night shift from midnight to 8.30 a.m. : the doors of the pharmacy are closed and the customers have to pay a supplement of 3.80euro for call..so when a drug addict is asked about 5 euro for 2 syringes always starts an argue! so even if i'm able to deal with annoying italian customers, now, after i have read this topic, I'm asking myself if I'll be able to
deal with that guys in English! So i'm asking you all some effective sentences ready-to-use for addicts and thieves if I'll come to work in UK... anyway in the worst-case scenario i think I'll start to insult them in Italian,always very effective!

Ok so here's my guide to tackling potentially violent customers.

1. Always stand up straight and look confident. If you look like a victim you are more likely to become one.

2. As soon as they start with any swearing, or threats etc don't let them finish. Just say "Stop there" and go on to tell them things like it's unacceptable the way they are talking to you etc. Do not let them get in a barrage of threats to you.

3. If they carry on after you have told them to stop, say straight away "I will call the police if you don't stop".

4. If they still carry on, ignore what they are saying, and turn around to one of the staff and say "call the police please, and tell then the pharmacist is being threatened with violence. I'm sure they already know this individual."

5. Try a threat back. Tell them you'll call every pharmacy in town, and they'll be travelling 30 miles for their next dose.

6. Never verbally back them into a corner with your side of the argument. If they feel they have no way out, they will just lash out at you. Give them a possible exit, that is acceptable to both of you.

7. Try to settle it in a "friendly" way. Say things like "look, this is just silly. I don't need the trouble, and I'm sure you don't want the police taking you away, or your methadone stopped."

8. Remind drug users that they have signed an agreement with the pharmacy (hopefully) stating that they will not cause any trouble or steal etc in your shop.

9. Learn to do the swanneck.

10. Remember you are not made of glass. If you get a punch land on you, you will recover from it.

11. If the stealing from where you work is bad (over £300 a week in some stores I've worked in) and the company won't back you up, just let them take it. It's not your money. You only tackle shop lifters to stop them coming back again and again.

12. Don't put yourself at risk. You are only doing this to protect yourself and the staff. Don't be threatened into doing things like giving out methadone on an unsigned script etc It may seem the easy option at the time, but the Society will not take into account any circumstances you were in. I have known drug users threaten a pharmacist, get them to break the law because they were afraid to do anything else, them attempt to blackmail them because they helped the addict.

13. Practice your phrases for stressful situations, so they come out of your mouth automatically in a situation.

14. Don't worry! These things are rare!

[kemzero]

Admin
You've obviously developed a knack for putting up with a load of aggro......
but do you really have to put up with this kind of s...(no swearing allowed!) on top of the added stress of being a community pharmacist and for what max £25.00/hour....it stinks..but well done!

Looking on the bright side..you won't have to put up with this much longer ..once remote supervision comes into play!

[admin]

Originally Posted by kemzero

Admin
You've obviously developed a knack for putting up with a load of aggro......
but do you really have to put up with this kind of s...(no swearing allowed!) on top of the added stress of being a community pharmacist and for what max £25.00/hour....it stinks..but well done!

Looking on the bright side..you won't have to put up with this much longer ..once remote supervision comes into play!

Like I say these things are rare. My friend who has over 150 addicts a day has about 3 events like this happen a week!

No, you shouldn't have to do this, not for any money. The reality is however is that shop lifting etc is so common now, that most of us have to deal with it.

The list I put up is just my way of coping with it, and it may give somebody else a couple of ideas they can add to their own portfolio.