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E-Folder - Edge Out the Competition: The 7 Keys to Service Excellence
Customer service has long since been considered a minor area of organizational operations – minimum wage, clerical orientation, requiring no skill. Customer service personnel are often treated as peons by customers and managers alike. However, in the day and age when the supply of service providers outweigh the demands for the service or product and competition is high for every consumer dollar, cus
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
tomer service is the only true determining factor as to where a consumer will decide to spend his or her precious discretionary or disposable income.
Successful companies do what others have failed to do in this discipline we call business! They take advantage of the most dynamic opportunity open to the business owner or decision maker. They vow to become the best customer service provider in his or
Successful companies do what others have failed to do in this discipline we call business! They take advantage of the most dynamic opportunity open to the business owner or decision maker. They vow to become the best customer service provider in his or
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
her industry. They realize that customer service not only drives customer sales; but also drives repeat consumerism and ultimately bottom line profitability.
Are you passing up this critical opportunity because you have no strategic customer service focus, vision or mission? Is your customer service strategy being utilized to enhance your competitive edge? Or is your current strategy laying a found
Are you passing up this critical opportunity because you have no strategic customer service focus, vision or mission? Is your customer service strategy being utilized to enhance your competitive edge? Or is your current strategy laying a found
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ation for ultimate failure in your industry?
At one time, “good” customer service was the sign of a “good” customer service provider. But, in today’s fast paced, high tech, fast paced business environment, “good” just isn’t good enough anymore. The average customer will only give you one chance to disappoint them before they hand their hard earned income over to your closest competitor. Today’s con
At one time, “good” customer service was the sign of a “good” customer service provider. But, in today’s fast paced, high tech, fast paced business environment, “good” just isn’t good enough anymore. The average customer will only give you one chance to disappoint them before they hand their hard earned income over to your closest competitor. Today’s con
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
umer expects appreciation for choosing you as the winner of their valuable dollars. There are many competitors out there competing for their money. Your goal is to assure that they not only chose you; but consistently come back to you to build a strong foundation to your business!
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a busi
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a busi
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ness can measure its success in the consumer market. Successful business mandates that those who consume a product or service be fully satisfied with their purchase, which means they must be satisfied with the emotional satisfaction associated with the purchase.
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical imp
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical imp
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
rtance and that when they spend their dollars on your product or service, they have made a wise investment of their hard earned funds. The wise business owner understands that at the core of a consumer’s psychological needs associated with the consumption of the product or service is the interaction and impression the consumer gets from your company’s first line of defense – the customer service provi
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
der.
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratificati
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratificati
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
n, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is t
THE 7 STANDARDS DEFINED:
Responsiveness is t
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
he prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and take care of customer concerns. After all, without the customer, you would be a non-entit
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
.
Convenience is assuring the product is assessable when the customer wants it. The enormous success of the corner convenient store is affirmation that consumers will pay a bit more for the convenience of not having to go out of his or her way. The more work customers have to do to access your product or service, the less profits you will see and the more likely that the competitor who aptly plans f
Convenience is assuring the product is assessable when the customer wants it. The enormous success of the corner convenient store is affirmation that consumers will pay a bit more for the convenience of not having to go out of his or her way. The more work customers have to do to access your product or service, the less profits you will see and the more likely that the competitor who aptly plans f
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
or effective ‘placement’ in their marketing strategy will get those crucial consumer dollars.
Quality is consumer expectations of high standards in the product or service provided. Although cost is a large factor in the marketing mix, the average consumer will pay a bit more for high quality merchandise. However, make no mistake about it – even if the consumer does not pay excessive dollars for a pro
Quality is consumer expectations of high standards in the product or service provided. Although cost is a large factor in the marketing mix, the average consumer will pay a bit more for high quality merchandise. However, make no mistake about it – even if the consumer does not pay excessive dollars for a pro
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
uct or service, they still expect some level of quality performance.
Competence is knowing your business, your product or service, and your customer. Consumers want to know that when they have questions, you have the answers. Be sure that anyone who answers your business line or who greets your customer is knowledgeable about what you do and how you do it. Incompetence drives customers to competito
Competence is knowing your business, your product or service, and your customer. Consumers want to know that when they have questions, you have the answers. Be sure that anyone who answers your business line or who greets your customer is knowledgeable about what you do and how you do it. Incompetence drives customers to competito
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
rs. The wise competitor will be ready to receive them.
Consumers buy products and utilize services for one reason only – Gratification. Gratification is that psychological satisfaction we talked about earlier. Consumers expect their lives to be improved by your product or service. If your product fails to gratify them, it will be the one and only time that they purchase your product or service. R
Consumers buy products and utilize services for one reason only – Gratification. Gratification is that psychological satisfaction we talked about earlier. Consumers expect their lives to be improved by your product or service. If your product fails to gratify them, it will be the one and only time that they purchase your product or service. R
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
member, consumers have a large (very large) memory bank when they are disappointed. Don’t make promises you can’t keep and keep those you make.
Sincerity is the ability to make the consumer trust and believe in your product or service. That means they must trust and believe in your. In this day and age of massive competition for almost every product imaginable, I consistently tell my clients that t
Sincerity is the ability to make the consumer trust and believe in your product or service. That means they must trust and believe in your. In this day and age of massive competition for almost every product imaginable, I consistently tell my clients that t
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
he customer is not buying your product or service, they are in actuality, buying your impression upon them. If they like you, they will do business with you; if they don’t, they won’t. Also, commit to memory this customer service law: Everyone who has contact with your customer is your Customer Service Specialist and impacts your bottom line. Assure that the impact is profit making not profit breaki
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
g.
Integrity is being honest with your customers. The average consumer may want things simple, but is, by no means, a simpleton. There is nothing wrong with the statement, “I don’t know” as long as it is followed by, “But, I will find out and get back with your immediately”. Customers prefer frankness over double talk. The things that will make your customer run post haste to the nearest competito
Integrity is being honest with your customers. The average consumer may want things simple, but is, by no means, a simpleton. There is nothing wrong with the statement, “I don’t know” as long as it is followed by, “But, I will find out and get back with your immediately”. Customers prefer frankness over double talk. The things that will make your customer run post haste to the nearest competito
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
r is the perception that you are cheating them, taking them for a ride or taking advantage of them. Integrity is the name of the game. My clients are continuously reminded of this critical statistic – “a satisfied customer will tell approximately 4 to 5 people of their great experiences with you; a dissatisfied customer will tell between 23 to 27”. As you can assess, you need to make sure you have a
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
far greater number of satisfied customer to counter just one dissatisfied one if you plan on longevity in the market place. Be honest and forthright and your customers will provide you with repeat business… which leads to ultimate success. Be dishonest - and they will ruin you.
If your customer service team does not have all the skills needed to build a program of Customer Service Excellence, invest
If your customer service team does not have all the skills needed to build a program of Customer Service Excellence, invest
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
in a customer service course or take a training class. Remember that a strong customer service orientation is the key to unlocking the door to “Gaining Your Competitive Edge”.
Ms Adams- Robinson, the Virtuous Visionary, is available for personal coaching, group training, customized organizational training, conferences, motivational presentations and spiritual speaking engagements.
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Ms Adams- Robinson, the Virtuous Visionary, is available for personal coaching, group training, customized organizational training, conferences, motivational presentations and spiritual speaking engagements.
Copyright bar@200
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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