As part of TerryWhite Chemmart’s Academy Live and Masterclass Forum training events, the group has launched its updated TWC customer experience framework, ‘Smile and Care’.
The framework was developed with customer experience expert and consumer futurist Amanda Stevens to support the rollout of the new TWC customer promise, Dedicated to Care.
“Developing this exclusive program for the pharmacy industry has been an exciting project, working hand in hand with the TerryWhite Chemmart team to bring about a renewed focus on providing the best possible experience for customers has been phenomenal,” Ms Stevens said.
TWC Executive General Manager Nick Munroe says the new framework supports TWC pharmacists and their teams to deliver better care to customers.
“At TerryWhite Chemmart we are incredibly pleased to continue our work with Amanda to help bring our customer promise to life through the development and delivery of training for our pharmacists and pharmacy assistants,” he said.
The Smile and Care training program for customer experience is a blended learning product of face-to-face workshops, online learning modules and in-store and retail leader meetings.
‘Investment in education never more pertinent’
The TWC Masterclass Forum and Academy Live programs are designed to facilitate peer-to-peer learning across a variety of current topics, new products and disease state focuses – helping to build the skill and capability of both pharmacists and pharmacy assistants from across the network.
The program further elaborates into areas of leadership in vaccinations, the rollout of the TWC CareClinic strategy, and the ever-changing prescription landscape with a strong focus on the myTWC digital platform.
Speaking further about the programs, Mr Munroe says that with continual change in the pharmacy landscape, investment in education has never been more pertinent.
“With the evolvement of full scope across vaccines and other areas of practice, we have developed a learning program that is highly relevant to ensure we are delivering top-quality care to every patient,” he said.
