when a customer has a complaint about a product bought from your pharmacy

a.refer the matter to yur pharmacist immediatly
b.ask the customer to contact the manufacturer
c.handle the complaint tactfully yourself
d.tell the customer that your pharmacy is not responsible for unsafisfactory products
my answer is c

Absolutely wrong!

What does your text book say?

the way in which a pharmacy assistant handles a complaint can win or lose a customer for life.the old saying that the customer is always right has caused a great deal of annoyance to pharmacy assistants.they know that the customer is offen wrong.it is necessary,however,for the pharmacy assistant to deal with the complaint tactfully because they can directly or indirectly open new possibilities for sales

From what your book says, c is the right answer. However, in many pharmacies, the complaint must be referred to the pharmacist.

A few weeks ago I went into a pharmacy and asked an assistant what over-the-counter cream I could use for a rash. She immediately called the pharmacist over to help me.

To determine the correct answer, let's break down each option and see which one is most appropriate:

a. Refer the matter to your pharmacist immediately: This option makes sense since the pharmacist is the authority on pharmaceutical products and can provide a more knowledgeable response to the customer's complaint. Referring the matter to the pharmacist shows that you take the complaint seriously and are willing to resolve it professionally.

b. Ask the customer to contact the manufacturer: While it's not necessarily wrong to ask the customer to contact the manufacturer, it may not be the most tactful approach. Ideally, you should aim to resolve the customer's complaint directly since they purchased the product from your pharmacy, and as the retailer, you have a responsibility to ensure customer satisfaction.

c. Handle the complaint tactfully yourself: Yes, this option is the correct answer. As an employee of the pharmacy, it is your responsibility to handle customer complaints effectively and tactfully. You should actively listen to the customer's concerns, empathize with their dissatisfaction, and explore potential solutions to address their issue. This approach helps in building trust and maintaining a good rapport with the customer.

d. Tell the customer that your pharmacy is not responsible for unsatisfactory products: This option is not recommended as it dismisses the customer's complaint and can lead to further dissatisfaction. Even if your pharmacy is not directly responsible for the product's quality, it is still your duty to offer assistance and resolve the issue as best as possible.

Therefore, based on the analysis, the correct answer is c. Handle the complaint tactfully yourself.