All the knowledge of drugs and skills of dispensing, preparing, or compounding medications would be without merit if a pharmacy technician is not effective in working with colleagues and providing good, professional customer care. In the community pharmacy, the customer is most often the patient. In the hospital pharmacy, the customer may also be a physician or a nurse. Good interpersonal and communication skills are necessary to have a long and successful career as a pharmacy technician.

As has been seen throughout the chapters, the pharmacy profession has been evolving into greater emphasis on patient-oriented clinical practice, with a focus on the pharmacist offering medication therapy management and other services. Technicians have made this shift possible by handling more of the prescription filling and customer service functions. Dealing with concerns of patients, pharmacists, and other staff of different ages, abilities, languages, cultures, and beliefs must be done in a nonjudgmental and professional manner. It is key to work well as a cohesive team in providing high-quality care. The soft skills of professionalism, teamwork, interpersonal and intercultural communication, and ethics are all essential. Knowing the pharmacy’s responsibility toward protecting the environment and emergency preparedness are also needed. This chapter provides guidance and examples to help you be successful on professional and personal levels, get along well with colleagues, and provide first-rate customer service.

Courteous and attentive assistance makes a good impression on customers and influences their decision to return to your pharmacy.