Focus, problem solving skills and excellent customer service skills. Patients will be irritated, they will scream at you especially if there are in a hurry and there is a delay or if the price of the medications went up. Take a step back, analyze the situations, don't take it personally. Try to explain the situation, why the price is high etc, apologize if necessary. If none of this work, have the senior tech handle it and if they are not there then the pharmacist.