At present, China's retail pharmacies begin to focus on market competition through service means, but the service content is similar, the service mode is single, and there are also problems of disguised price competition under the pretext of service, such as the membership system of some pharmacies. Why do pharmacies provide services? What are the foundations and principles of service design? This is the basic content of this paper. 1. The relationship between pharmacy customer demand and service, service is the activity process of providing some satisfaction, and the core concept of pharmacy service is customer satisfaction, so a basic premise of pharmacy service and customer satisfaction is the existence of customer demand. 2. Design of pharmacists' pharmaceutical consulting service based on customer demand. Customers who judge the condition and consult can take medicine by themselves. At this time, all the service contents can be carried out directly around the customer himself, but it may also be to help others buy medicines. By observing, listening and asking, we can understand the situation of the main body of medication and make a judgment on the condition. This process is aimed at the customer "What's wrong with me? Is the doctor's diagnosis or self-diagnosis correct? " This requires understanding the disease. Sometimes, the customer may only tell the pharmacist the feeling and uncomfortable experience of a certain part of his body, or when and under what circumstances he has experienced similar feelings before. These signals are the information that customers want to know about their illness, especially when customers don't know whether they are sick or not. Pharmacists should help customers make analysis and correct judgments. If there are serious clinical symptoms or it is impossible to make a judgment, pharmacists should advise customers to go to the hospital for further examination in order to make a clear diagnosis. At this stage, pharmacists must stand in the customer's perspective and think for the customer. Never blindly recommend drugs in order to increase sales, otherwise it may delay the patient's illness and miss the best treatment opportunity. When asking about the illness, we should pay attention to protecting the privacy of some customers with special diseases and the privacy of conversation. Make medication judgment according to the condition. Once the customer is helped to make a correct judgment on the condition, what the customer naturally wants to know next is the question of what medicine to use. At this point, the customer has already produced "What medicine can I use to cure my disease?" Demand. Pharmacists should use their own pharmaceutical knowledge to introduce various drugs that can adapt to their diseases to customers. Generally speaking, for a certain disease, you can always find several medication schemes. If possible, customers certainly want to know as many drugs as possible for their symptoms, so that they can choose from a variety of drug treatment programs. At this point, pharmacists should be patient enough to explain to customers as comprehensively as possible. Recommend economical, reasonable, safe and effective drugs. Next, customers must choose between various treatment options, so "what medicine is best for me?" The need to answer questions. Pharmacists should recommend economical, reasonable, safe and effective drugs. Pharmacists should introduce in detail the characteristics, indications, uses and prices of various treatment schemes, as well as intravenous injection, intramuscular injection and oral administration. So that customers can choose appropriate drugs according to their own symptoms, medication habits, economic affordability, medication convenience and other factors. When helping customers to buy drugs, we should give patient explanations for customers' one-sided drug selection methods. If customers want to buy prescription drugs, pharmacists should also ask doctors for prescriptions, which can only be prepared or taken after being examined. The main contents of prescription audit should include whether the writing of drug name, dosage and drug instructions is reasonable and correct, whether there are compatibility taboos or drug interactions in the prescription, and whether the medication route is appropriate. 4. After introducing the medication method correctly, the pharmacist helps the customer to choose the correct medicine, and the customer asks, "How to use this medicine?" problem At this time, pharmacists should correctly introduce the ways of administration (intravenous injection, intramuscular injection, external use, spraying on the affected area, oral administration, sublingual administration, swallowing, chewing, etc.). ), the dosage used each time, the number of times used every day and other medication methods to customers. For ordinary customers, such problems may not occur, but for elderly customers and customers with low knowledge level, these serious exhortations are necessary. Drugs can only work if they are used correctly. Explain the precautions for medication. For customers, "What should I pay attention to during medication?" Problems, pharmacists should introduce in detail the contraindications such as drug dosage, diet, alcohol and tobacco and other factors that affect the effect of drug use. In view of the use characteristics of different drugs, especially special dosage forms (such as lotion, suppository, effervescent agent, aerosol, etc.). ), to explain the matters needing attention in detail, try to express it in easy-to-understand and professional language, and guide customers to make simple records when necessary. For children, the elderly and customers with mental disorders, we should focus on explaining them to avoid medication errors.