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Providing outstanding customer service is one of the most rewarding yet challenging activities within your organization. Exceptional organizations that provide outstanding customer service will experience the following benefits:

Increased customer sati

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

sfaction

Increased revenues

Increased repeat and referral customer traffic

Less employee turnover

Increased profits

So how do we support and motivate our customer service team to give outstanding customer service? The fo

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

lowing are six secrets to motivate your customer service team to give exceptional customer service to your customers:

1. Provide Ongoing Learning – It’s important that you not only provide training on organizational policies and technology, but

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

also how to handle customers. Create an ongoing system for training and feedback. Request continuous feedback and have the “courage to listen” to your customer service team’s responses. Your customer service team members, because they are on the frontline, c

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

n provide you with excellent information on how to service your customer. Market conditions are changing all the time and the one piece of information your customer service team can share with you can make the difference between success and failure. After rec

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

eiving the information from your customer service rep, if necessary, provide the training to your customer service team so that they can provide outstanding customer service.

2. Adjust the Attitude – Constantly work on your own attitude and you

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

team’s attitude to providing outstanding customer service. As a customer service leader, always be aware of the tone you set and how your customer service team will be motivated by your attitude. If you are upbeat, your team will follow the lead and provide o

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

utstanding customer service. If you have a negative attitude, your customer service team will follow your lead and communicate this negative attitude to the customers they serve.

Work with your customer service team members to create a positive attitude in the

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

following ways:

Look at every customer service experience as a learning experience that is preparing them for future opportunities.
Put your team in the customer’s shoes to understand the customer’s “pain” and create empathy for outstanding cust

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

omer service solutions

Have your customer service team take on the persona of a positive individual they admire to help them through a difficult customer service situation.

Create “positive triggers” to remind your customer service team why it is

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

important to give outstanding service. Your trigger could be as simple as a family picture or a picture of an item (new car, home, etc.) that is important to you.3. Give Incentives – Motivate your customer service team by giving incen

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

ives based on meeting your organization’s mission, goals, and values. Be timely, fair, and public with your incentives. Also, when putting together an incentive program, ask your customer service team what they would like as incentives. Many times organizatio

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

ns will invest thousands of dollars on incentives which are not the ones their customer service team wants. Just ask!

4. Show Appreciation – Appreciate to motivate your customer service team as much as possible. Remember, many times they are

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

acing very challenging customer service situations everyday. Keep them motivated by sharing your appreciation in a timely, sincere, fair, and encouraging way. For more detail on this, go to my article, Appreciate to Motivate, on my website. By consistently sh

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

owing appreciation, you will motivate your customer service team to excel when it is most difficult for them to do so.

5. Support Outstanding Customer Service – Support and motivate your customer service team in a number of ways. You can suppo

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

t and motivate your customer service team by making sure the technology supports them and the customers. For example, I recently called my internet broadband company about a mistake on a bill. The automated system disconnected my call five times before I final

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

ly spoke with a customer service representative; and I told him that he must experience many upset customers if they experience the same. The customer service representative agreed and said it made his job very difficult.

Support your customer service team by

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

cheer leading” their concerns to upper management. Champion their concerns to upper management and let your customer service team know the progress of each concern.

6. Keep High Standards - Motivate your customer service team by keeping standa

.

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

rds high for customer service. When your organization is facing challenging times, it is very tempting to lower standards. That’s the last action you should take. By lowering standards, you decrease customer satisfaction, increase customer service turnover, a

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

d muddy your organization’s name in the marketplace.

Apply these customer service motivation secrets with your customer service team and you will have highly motivated customer service teams and happy customers, and your organization’s bottom line will increase

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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