Kandy Pharmacy

I would like to share my recent experience at Kandy Pharmacy. My main concern is not the pharmacists, who have generally been courteous, helpful and professional, but the service provided by some of the cashiers and front-line staff. On my recent visit, I only needed one medicine. The pharmacist had prepared it fairly quickly, and I waited for my number to be called so that I could proceed to the payment counter, as is normally done. After about five minutes, I asked whether the numbers were being called because I had not heard mine. I was then told that my number had already been called. However, I definitely had not heard it. I subsequently went to the counter, gave my number and was able to make the payment. This raises a concern about communication between the pharmacists and cashiers. On this particular day, the pharmacy was not busy, and getting one medicine should have been a relatively quick process. More importantly, I found the attitude and attentiveness of some of the cashier and service staff disappointing. There appeared to be staff who were idle or chatting among themselves while customers were waiting. Customers looking for other pharmacy products also seemed to receive assistance only after specifically asking for it, even though there appeared to be enough staff available. I understand that a pharmacy can become busy and that customers collecting several medicines may naturally have to wait. My concern is about basic customer service, communication and attentiveness when the pharmacy is not particularly busy. Kandy Pharmacy has a good reputation, and the pharmacists I have encountered have been very helpful. However, the customer service staff should receive more attention and training in how to communicate with and assist customers. A little more courtesy, awareness and willingness to help would make a significant difference to the overall customer

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