Foundations of Pick-up
Learner’s Guide
August 2013 Course Code 204040
, Foundations of Pick-up: Learner’s Guide
Table of Contents
Introduction .............................................................................................................. 2
The Pick-up Interaction ........................................................................................... 4
Locating the Prescription ........................................................................................ 7
Action Notes ............................................................................................................. 8
Patient Care Notes ................................................................................................. 10
Offer to Counsel ..................................................................................................... 11
Pick-up Role Plays ................................................................................................. 13
Addressing Customer Questions ......................................................................... 21
Problem Resolution ............................................................................................... 23
Assisting Upset Customers .................................................................................. 25
Waiting Customers ................................................................................................ 26
Placing OTC Special Orders ................................................................................. 27
Restricted Products ............................................................................................... 28
Conclusion ............................................................................................................. 30
Controlled Substance Addendum ........................................................................ 31
,NOTES
Foundations of Pick-up: Learner’s Guide
Agenda
Course Duration: 2 hours, 30 minutes
Topic Duration Description
Introduction 10 Discuss the objectives and the
minutes agenda
The Pick-up 80 Use scenarios to practice the
Interaction minutes pick-up interaction and make the
Offer to Counsel
Practice using Action Notes
Addressing 30 Discuss common questions that
Questions minutes customers may ask
Use scenarios to practice
problem resolution
Review the types of questions
that should always be referred to
a Pharmacist
Assisting 5 Discuss how to assist Waiters
Waiters minutes
Over-the- 20 Use scenarios to practice
Counter minutes completing special orders and
(OTC) Items handling restricted products
Conclusion 5 Summarize course content,
minutes review learning objectives, and
identify next steps
1
, NOTES
Foundations of Pick-up: Learner’s Guide
Introduction
Duration: 5 minutes
Description: The introduction consists of three key
sections: getting to know each other; considering
customer service; and a review of the learning
objectives and agenda.
I. Getting to Know Each Other
Each of you will have an opportunity to share the following:
o Your name
o Your store number
o How long you’ve been with CVS
II. Considering Customer Service
Each of you will have an opportunity to share the following:
o Best or worst service experience at Pick-up
o How you felt afterward?
TIP: Apply the Golden Rule: in order to ensure you provide
exceptional customer service; put yourself in the customer’s shoes.
III. Reviewing Learning Objectives
Pick-up is one of the most customer-intensive steps in the
prescription filling process. Because it is at the end of the
prescription filling process, it is our last opportunity to make the
CVS customer's experience memorable and positive. Due to the
increased use of e-prescribing it is sometimes the only place where
we interact with our customers. It is also our last chance to verify
the order and ensure that we are getting the right product to the
right patient at the right time.
In this training session, you will build upon what you have learned
in the Pick-up Workstation web-based training course.
2
Learner’s Guide
August 2013 Course Code 204040
, Foundations of Pick-up: Learner’s Guide
Table of Contents
Introduction .............................................................................................................. 2
The Pick-up Interaction ........................................................................................... 4
Locating the Prescription ........................................................................................ 7
Action Notes ............................................................................................................. 8
Patient Care Notes ................................................................................................. 10
Offer to Counsel ..................................................................................................... 11
Pick-up Role Plays ................................................................................................. 13
Addressing Customer Questions ......................................................................... 21
Problem Resolution ............................................................................................... 23
Assisting Upset Customers .................................................................................. 25
Waiting Customers ................................................................................................ 26
Placing OTC Special Orders ................................................................................. 27
Restricted Products ............................................................................................... 28
Conclusion ............................................................................................................. 30
Controlled Substance Addendum ........................................................................ 31
,NOTES
Foundations of Pick-up: Learner’s Guide
Agenda
Course Duration: 2 hours, 30 minutes
Topic Duration Description
Introduction 10 Discuss the objectives and the
minutes agenda
The Pick-up 80 Use scenarios to practice the
Interaction minutes pick-up interaction and make the
Offer to Counsel
Practice using Action Notes
Addressing 30 Discuss common questions that
Questions minutes customers may ask
Use scenarios to practice
problem resolution
Review the types of questions
that should always be referred to
a Pharmacist
Assisting 5 Discuss how to assist Waiters
Waiters minutes
Over-the- 20 Use scenarios to practice
Counter minutes completing special orders and
(OTC) Items handling restricted products
Conclusion 5 Summarize course content,
minutes review learning objectives, and
identify next steps
1
, NOTES
Foundations of Pick-up: Learner’s Guide
Introduction
Duration: 5 minutes
Description: The introduction consists of three key
sections: getting to know each other; considering
customer service; and a review of the learning
objectives and agenda.
I. Getting to Know Each Other
Each of you will have an opportunity to share the following:
o Your name
o Your store number
o How long you’ve been with CVS
II. Considering Customer Service
Each of you will have an opportunity to share the following:
o Best or worst service experience at Pick-up
o How you felt afterward?
TIP: Apply the Golden Rule: in order to ensure you provide
exceptional customer service; put yourself in the customer’s shoes.
III. Reviewing Learning Objectives
Pick-up is one of the most customer-intensive steps in the
prescription filling process. Because it is at the end of the
prescription filling process, it is our last opportunity to make the
CVS customer's experience memorable and positive. Due to the
increased use of e-prescribing it is sometimes the only place where
we interact with our customers. It is also our last chance to verify
the order and ensure that we are getting the right product to the
right patient at the right time.
In this training session, you will build upon what you have learned
in the Pick-up Workstation web-based training course.
2
