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本期节目深入探讨了一起药剂师与顾客之间充满冲突的对话。一位年迈的女士在药房配药时，遭遇了药剂师不专业的态度、敷衍的沟通，甚至遭遇了疑似欺诈的行为。节目将分析在这场服务冲突中，责任究竟在谁，以及服务提供者如何利用信息不对称和流程主导权来对付消费者。
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