1.Scenario

You are a manager at a retail pharmacy outlet called One Pharmacy. Your store is in a very socially and culturally diverse suburb. Sometimes your staff members complain that the customers they serve are rude, unreasonable or difficult to understand. You realise your customer service systems may need to be reviewed and updated to best support your staff in serving the needs of your customers.

1.1 Customer service standards should ensure all customers are treated with respect, and staff members need to have the skills and understanding to provide excellent customer service in all situations. List 2 examples of customers with different backgrounds and needs.

1.2 You are reviewing your customer service system. Identify three 3 areas of business and / or processes to improve customer service.

1.3 Your customer service system incorporates a customer service strategy, a customer service model and customer service standards. Explain the difference between a customer service strategy and a customer service model.

1.4 Discuss the RATER customer service model. What does RATER stand for, and what are its 2 primary features?

1.5 There are 5 key elements in the RATER model. Explain each of the elements in this model

1.6 Briefly define what customer service standards are and broadly list the 3 different types of standards relevant to One Pharmacy.

1.7 According to Australian Consumer law, what are 2 rights and responsibilities of customers?