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X-WR-CALDESC:Events for Castville Solutions
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DTSTART;TZID=Africa/Lagos:20260718T120000
DTEND;TZID=Africa/Lagos:20260718T140000
DTSTAMP:20260419T084519
CREATED:20260227T161706Z
LAST-MODIFIED:20260321T124236Z
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SUMMARY:Building Loyal Pharmacy Customers: Applying Emotional Intelligence in Everyday Practice
DESCRIPTION:·In today’s pharmacy environment\, products can be matched and prices can be compared — but customer experience is what truly sets a pharmacy apart. Every interaction at the counter is an opportunity to build trust or lose it. \n\n\n\n\n\n\n\n\n\nEmotional intelligence (EQ) — the ability to recognise\, understand\, and respond effectively to emotions — is what enables pharmacy teams to handle real-life situations with confidence and professionalism. Whether it’s a frustrated customer\, a worried parent\, or a regular client seeking reassurance\, how staff respond in these moments determines whether the customer walks away satisfied or never returns. \nThis session moves beyond theory and focuses on practical\, real-world application. Through relatable pharmacy scenarios\, participants will learn how to manage difficult interactions calmly\, communicate with empathy\, and create positive experiences that build long-term customer loyalty and differentiate their pharmacy from competitors. \nWhat You Will Learn\n\nApply core emotional intelligence skills to everyday pharmacy interactions\nIdentify verbal and non-verbal emotional cues from customers and adjust communication style appropriately\nManage difficult situations\, including complaints\, impatience\, and dissatisfaction\, with professionalism and composure\nUse structured approaches to de-escalate tension and turn negative experiences into positive outcomes\nBuild authentic rapport and trust through active listening\, tone\, and personalised engagement\nCommunicate clearly and confidently while maintaining empathy\, even under pressure\n\nWho Should Attend\n\nAll pharmacy staff in customer-facing roles\nSupervisors responsible for team performance\, coaching\, and service culture\nPharmacy owners and managers focused on improving customer retention and long-term business growt
URL:https://castvillesolutions.com/event/building-customer-loyalty-through-emotional-intelligence-2/
LOCATION:Live Virtual
CATEGORIES:Customer Service
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