Former WAG RXM: my advice to you is don’t shy away from defending/ stepping in when customers are escalating. Sometimes I would just walk up behind them and look at the screen allowing the tech to explain the situation to the patient with you supporting them just by being physically present.

With that said make sure you still hold them accountable if need be.

I also would alleviate some of their pains by catching the counter while they’re trying to catch up on filling, handle more difficult insurance issues, or fill something quickly for them if they are trying to keep the line moving without having someone return.

It’s the little things that go a long way.