u/Superacheing

I’ve been working as a pharmacy technician for two weeks now. I was having serious doubts at first. However, it’s getting easier every day for me. The one thing I struggle with the most is crying when angry/upset patients get upset. I know they aren’t upset with me. They are upset with the insurance or the doctors or their wait time, whatever it may be I know it’s not personal and they are frustrated/sick. I still can’t help but to cry when their frustration falls on me. It makes me nervous to go into work. However, I don’t want to give up!

Does anyone have any tips for these kind of situations? I have 9-11 hour shifts lined up and I’m trying to mentally prepare for them.

I was just hired as a new tech at my Walgreens under the apprenticeship program. I haven’t done any of the online training for IC+ yet. I’ve done some hours of the online training so far. However, they are expecting me to use IC+ and work at the front and drive-through, which is fine. However, I wish someone would walk me through things. Granted, they do answer my questions and are supportive. I just wish I had a little more of my online training done. I don’t want to have to keep asking the same questions, and I don’t want to accidentally violate specific procedures, and I feel bad for taking too long with customers. I also feel bad for not knowing about anything that has to do with insurance or adding it. I understand that there is a steep learning curve and that practicing by doing helps. I’m kind of feeling discouraged, but I really don’t want to give up. Any advice?