Question

Scenario

You are an Administrative Assistant at One Pharmacy. Your manager has asked you to manage sales, enquiries and complaints for customers who want to make bulk orders.

Your delegation limit is $500.

You become aware that, due to government legislation preventing the sale of multiple packets of cold and flu tablets online, customers may only make limited orders of these such products within a certain timeframe (2 packets per order/per fortnight). For customers who are wanting to purchase more than the government-stipulated limit, they must visit a One Pharmacy store directly and show ID to complete their purchase.

One such customer has arrived in the store. She has tried to order the cold and flu tablets online, and the system has taken payment for tablets, yet at the end of the transaction advised her that the tablets that she has purchased only be delivered over a 3 month period. Her family of 8 are all very sick and she needs the tablets now. She approaches you and wants to discuss the issue. She claims that your online system does not clearly explain the new legislation and is frustrated that the system took payment even though she has not and will not receive the 8 boxes she paid for in one delivery.

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Student Instruction

Refer to Assessment Scenario

You are required to role play ‘Assessment Scenario ’ with your assessor. You will play the role of Pharmacy Administrative Assistant and the assessor will play the role of the customer. You are required to interact with the customer and discuss and resolve her complaint/issue outlined in the scenario. The assessor will use the checklist provided to observe and assess your performance.

During the role play, you must demonstrate your ability to:

Use organisational procedures when responding to the customer’s complaint;

Use appropriate communication techniques to accurately assess and clarify the customer’s needs;

Use appropriate pace, intonation and intelligible pronunciation;

Use listening and questioning techniques to interact effectively with the customer;

Select and use an appropriate form, channel and mode of communication to resolve the complaint with the customer;

Use a range of strategies to establish a sense of connection and build rapport with the customer;

Accurately diagnose the customer’s problem provide viable options in line with organisational requirements;

Provide relevant and constructive advice to the customer; and

Promptly resolve the customer difficulties/complain

Answer 1

In the role the character of Pharmacy Administrative Assistant by student and customer bt assessor.

Assistant :Good morning. How can I help you madam?

Customer :Good morning. I came here to report an issue which occurred in my online pharmacy purchase.

Assistant :Yes madam. It would be good that if you briefly explain the problem to me, so that I can help you with that.

Customer :I have tried to order the cold and flu tablets, and system has taken the payment for the same, after transaction, it is shown that, the medicine will delivered only by over a 3 month period.

Assistant :OK, let me confirm the order in the online store.

Customer :Yes of course. My family 8 of are very sick and urgently need the medication. I didn't even have money, but then somehow I ordered the medicine. After transaction this could not happen.

Assistant :Sorry for the inconvenience. The problem occured because you have ordered more than 3 packet per order. Due to government legislation preventing the multiple order of cold and flu tablets in online. That's the inconvenience may in your order.

Customer :Ok I can understand. But you should put a notice the purchase site regarding the changes. It's not acceptable once transaction has taken.So what can I do?

Assistant :Am really apologizing for the issue that occurred for you. If it is more than government-stipulated limit, the customer can get medicines from the stores directly by using the ID card. As you have already came here, we'll make arrange for delivery the ordered medicine by hand.

Customer :What about the payment?

Assistant :Ofcourse you don't need pay extra amount and we will refund the delivery charges which you have paid in online.

Customer :That's sounds good.

Assistant :Do you have any other concerns?

Customer :No. Thank you for solving the issue.

Assistant :Thank you. Please be happy to report any issues and thank you for purchasing from our service.