Which technique is NOT recommended for interacting with customers on the telephone?

Refraining from addressing the caller's needs is the correct choice, as it represents a fundamental breakdown in effective communication. In a pharmacy setting, customer service is crucial, especially when it comes to addressing medication-related inquiries, prescription details, or any concerns a patient may have. When a pharmacy staff member chooses not to engage with the caller's needs, it not only fails to provide the necessary support and information but can also lead to frustration and dissatisfaction for the customer.

Meeting the needs of callers is essential for building rapport and trust. Interacting effectively requires active listening, empathy, and ensuring that the caller feels valued. A lack of engagement can compromise the overall experience and may even affect patient safety if important medication information or instructions are not communicated properly.

In contrast, employing a pleasant and courteous manner, providing your pharmacy's name along with your own, and referring complex inquiries to a pharmacist are all practices that enhance customer interactions. They ensure that customers feel acknowledged, respected, and appropriately guided, ultimately leading to better outcomes in patient care and service satisfaction.