Customer Service

Today I went to pick up a medical prescription for my wife at CVS pharmacy. I know that CVS has higher standards than Wal-Mart, that’s why we choose to go there, or so I though so. Being a paying customer that pays a premium should expect and get excellent customer service. I did not get it this time. One customer service feature CVS offers is a phone call with a prerecorded message, informing you that your prescription is ready. We got that call. Walking up to the pharmacy I mention that I want to pick up a prescription. I give the pharmacist, yes; I was talking to the pharmacist, one on one. Usually you get to talk to a “pharmacy attendant”. He looked in the alphabetical bin to find my wife’s prescription, it was not there. He then types on the computer to make sure I know what I’m talking about and that a prescription IS ready. The computer shows nothing. He consults with a co-worker; I can over hear her say something referencing an old and past medication that my wife no longer takes. By now it’s starting to take longer than expected. Both the co-worker and the pharmacist are looking through all of the bins one by one, medicine by medicine. They finally find it, it was in a bin with a letter no where near my last name. I sign the medicine out going log and pay for the medication. Good thing that is done. In today’s economy, when you pay for customer service you should receive it. What should have taken less than 5 minutes, took over 15 minutes.