Description of this module

Customer service

Customer service


Objectives - With this training, the attendee should be able to:

  • Understand the importance of a personalized and efficient service in customer relationships;
  • Understand the importance of care in organizational results;
  • Systematize and adopt right attitudes to the level of care and adequate response to user needs;
  • Identify the stages of attendance and apply the techniques in each;
  • Know the types of customers and ways to deal with each one;
  • Be able to answer and manage claims efficiently.


  • Business characterization and activity
  • Facilitators behaviour
  • Communication in pharmacy
  • Pharmacist professional profile
  • Service phases
  • Types of customers
  • Complaints
  • Expositive methods (oral exposure of the contents);
  • Demonstrative methods (pictures and videos displayed);
  • Active methods (case studies discussion and constant interaction with participants to consolidate the learned ideas and contents).
  • Final evaluation of the knowledge acquired by the learner;
  • Evaluation of the trainer, the training session and the training provider.
  • This training aims to involve all health professionals: pharmacists, technicians and pharmacy assistants, nurses and assistants, managers and supervisors who exercise their activity in the field of the pharmacy.
  • This training includes material to support the learning and an attendance certificate.