My Thanksgiving Gift To You. A Passive-Aggressive Way To Strike Back A Bit At One Of The Forces Destroying The Profession.

Some of you followed my live blog of this as it happened the other day via my Twitter feed. For those of you that didn't, here's a fun game to play the next time you have to call a Medco mail-order facility for a prescription transfer:

The process will be excruciating, as you are probably well aware. It will start more times than not with a customer giving you a scrap of paper with an 800 number on it that will get you nowhere near a pharmacist. You will wade through voicemail hell to get to a human, who will begin the process of transferring you to a person who can actually help you. The ordeal will be like my penis, long and hard, but so worth the effort to get to. Because, when you finally reach that pharmacist practicing the profession from a cubicle 2,000 miles away, and you beat the information you need out of them, they will ask you a question:

"Can you repeat that back to me?"

It is their policy that you repeat the information they just gave you back to them. Their policy I said, not the law. Which means at this point you should hang up on them. Then the fun will begin. Because they will try like hell to get that repeated information. They will call you back almost immediately, and now my friends, all the power in this transaction shifts into your hands.

I've figured out they'll hold for about 10 minutes of silence before they give up. So what I'll do is around minute 7 or 8, pick up the phone and apologize for being so busy, but tell them if they can just hold on a little longer, I'll get to them as soon as I can.

Then I assure them their call is very important to me.

A couple of other tricks you may want to use: If you have a bilingual staff, you can help out the Medco cubicle rat by offering to help them in multiple languages. They'll appreciate your commitment to customer service as you let them know they can request Spanish by pressing numero seiete. In my case, I can also offer them Hindi. I bet they'll give me an extra dispensing fee for that.

Or, you may want to remind the cubicle rat that Medco's CEO seems to think that talking to retail pharmacists is vastly overrated, and that robots may be the way to go. Then maybe suggest that the cubicle rat go try to call a robot and hang up again.

The possibilities are endless really, and it makes your workday....I dare say...slightly pleasant. I now treasure an opportunity to transfer a prescription from Medco almost more than anything else I do.

Until the robot comes that is.
Share on :
My Thanksgiving Gift To You. A Passive-Aggressive Way To Strike Back A Bit At One Of The Forces Destroying The Profession.
My Thanksgiving Gift To You. A Passive-Aggressive Way To Strike Back A Bit At One Of The Forces Destroying The Profession.
Reviewed by malaria
Published :
Rating : 4.5