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Keeping cool
Well done, you’re getting there.
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Keeping cool
Never argue with the customer, despite what they are saying to you. If you do lose your temper, you won't be able to resolve the situation.
Keep your voice calm and steady (even if the customer is shouting at you) and explain how you're going to deal with the situation. For instance, if you need to refer to your pharmacist or manager, explain to the customer why you need someone else involved.
Don’t worry, you can come back and finish the assessment in your own time.
