E03 - Team leadership & Customer service training in a socially distanced world with Roger Simpson

In this episode of the Pharmacy View podcast our guest is Roger Simpson from The Retail Solution. Roger joins us to discuss customer service training in a socially distanced environment and with many years’ experience in training focuses on the people leadership aspect of retail. When it comes to leading and training a team, Roger has a process he walks each client through. First, the team needs to know the business expectations and know what great customer service looks like, then the team receives customised training utilizing an appointed onsite leader to enable them to deliver to the agreed level. Next it is important for the leadership team to lead by example ongoing and finally it is critical to evaluate performance and give feedback. As a result of current travel limitations, Roger is now able to use technology to train teams using a collection of videos, webinars and video conference following up with his contact person on each team. Another way Roger has seen an increased importance of Customer service and technology in pharmacy is the need for a quality online e-commerce platform. In order to keep up, every retailer including pharmacy, needs to have a navigable website, ways to ask questions and convenient checkout and payment options. Roger anticipates much change in pharmacy over the next few years as technology improves and provides the option for getting prescriptions filled online coupled with efficient methods of delivery. Topics Covered: ● The importance of great customer service ● The progression of technology in pharmacy ● The need for a good online presence ● The value of quality customer service ● The potential future of pharmacy and technology Key Quotes: ● “I really hone in on the people side, because I believe that’s where any retailer, and also pharmacy in particular, can make a massive difference with their customers.” (3:17) ● “It’s about trying to get their leadership team on the same page about what they actually want to be known for, for their particular pharmacy, because you’ve got to stand out for something, otherwise you stand for nothing.” (5:17) ● “Whatever task they're doing, they need to know what the expectations are, or what does good/what does great, actually look like?” (6:48) ● “Every retailer, this includes pharmacy, has to have a really good online presence.” (14:15) ● “The focus is not about trying to sell them the extra product. That’s a bonus. The conversation is about informing the customer.” (18:37)