We all have our strengths and weaknesses. Very few of us, or maybe none of us, are just naturally good at everything. We also choose to pursue specific areas of expertise. Some of us pride ourselves on great people skills, being good with numbers, or being mechanically inclined. You can probably name at least one thing that you know you excel at.
Especially in the pharmacy industry, a predisposition towards certain skills, and a focus on honing those skills, is fairly predictable and even necessary. But what happens when we need to rely on a skill we haven’t been able to invest a lot of time in? They say it takes 10,000 hours to master a skill, so it seems only logical that instead of trying to handle something on your own, you’d seek out an expert who can help.
It’s not at all surprising that many people rely on experts when it comes to technology. With new advances happening all the time, it’s difficult to keep up, let alone understand enough, to troubleshoot problems with your computer hardware and software. Luckily, It’s easy today to get skilled help over the phone or online. Even so, many people still become frustrated trying to resolve technical issues. The good news is, most of the time, that frustration can be easily resolved or perhaps avoided all together. You don’t have to be an expert when it comes to technology, you just have to learn how to communicate issues and questions clearly. Here are some tips to help you navigate remote support situations more effectively.
Get on the same page with terminology – Often times we simply call the same thing by different names. It can cause a massive amount of confusion and delay resolution. A pharmacy clerk says “till” meaning the actual cash drawer and the technician thinks that the till software is broken. We come from all different backgrounds and generations, so some different vernacular is to be expected. So if you hear a technician use a term you aren’t familiar with, or they don’t seem to be talking about the same thing you are, just take a second to clarify the subject. Taking the time to get on the same page will help you wrap up troubleshooting and get back to running your pharmacy.
Be generous with information – Not knowing exactly what information a technician needs in order to resolve an issue can leave you feeling unsure as to what to share. But usually, the more you can share about what the problem is, when it started, and what impact it has on your ability to do business, the better.
Don’t let insecurity get in the way – It’s natural to be somewhat hesitant to dive into a subject you don’t fully understand. The problem arises if that hesitancy turns into something more. The important thing to remember is that technicians don’t expect you to be an expert. That’s the job they’ve trained for and what they do every day. So if you aren’t sure, just say so. If you need more refined guidance, don’t hesitate to ask.
At RMS, we have 24×7 technical support because we believe that you should be able to rely on us to help you handle any POS technology based needs that come up. Our technicians are some of the best in the industry, focusing solely on the needs of pharmacies. This means simply that they are truly the experts when it comes to your pharmacy POS system. While we may rely on you and your pharmacy staff for some information and assistance from time to time, it’s our goal to get your issues resolved quickly so you can get back to doing what you do best. Caring for patients and running a successful independent pharmacy.