Listen, explain, plan



This Service Excellence module is about helping your customers get the best out of their consultation. It will consider how you can ensure that by listening to the needs of the customer, you can appropriately plan the advice and support you give to them.

Giving the best advice and support to your customers requires effective listening and communication


After studying this module you should:

  • Understand the importance of gathering as much information about the customer as possible
  • Be able to outline the key structural elements of successful consultations so you can offer the best service each time
  • Be aware of what you can do to ensure the customer understands the information given, including verbal and visual cues.

About this module

This module is suitable for all members of the pharmacy team who wish to increase their knowledge of communication skills. This module has been endorsed with the NPA’s Training Seal as suitable for use by pharmacy teams as part of their ongoing learning.



Click here to download a PDF of the module as it appeared in print. You can still use your online learning log to record your learning outcomes and impact on your practice.

Originally Published by Training Matters

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