Taking a customer FIRST approach

Every interaction you have at the counter matters. The following video will help you to deliver a first-class service to all your customers.

Janice, a medicines counter assistant, carries out three different customer consultations. As you watch, consider what you would do in her situation.

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Content developed by Bayer Consumer Health working together with CIG Healthcare Partnership.

Short on time?

Watch one scenario now and come back later to watch the rest.

Scenario 1 Janice meets Clare and gets carried away with her WWHAM questioning.
Scenario 2: Jed looks after himself but Janice trusts her judgement to check that he doesn't have an underlying problem.
Scenario 3: Aafreen knows what she wants but could still benefit from some extra advice.