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E-Folder - Instant Profit Booster - Great Customer Service
When I worked in the food service industry some years ago, I got a first hand look at customer service and profits. Not to toot my own horn – but there I successfully handled a customer complaint and referred the customer to one of my bosses for continued
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
service. Later I discovered the lady called back (after dealing with my boss) and complained about how he handled it, then congratulated me!
I was stunned! Partly because my superior showed a lower level of service than his humble peon, mostly because she
I was stunned! Partly because my superior showed a lower level of service than his humble peon, mostly because she
; 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
said she'd never come back into the restaurant. And she never did.
So what is customer service? The successful management of customer orders, questions, and complaints pretty much sums up customer service. Most managers think of customer service, support
So what is customer service? The successful management of customer orders, questions, and complaints pretty much sums up customer service. Most managers think of customer service, support
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
, care, as what happens when a customer has a complaint, but that's only part of it. Great customer service means great products, sales reps, and support too. It's a combination of many things.
And successful (or unsuccessful) customer service can make or
And successful (or unsuccessful) customer service can make or
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
break your profit margin. Customers who aren't happy, won't return. They'll also tell other people about their terrible experience and the flood of people not coming to your website will spread like wildfire. Good or bad, word of mouth moves swiftly – esp
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ecially today. Keep in mind, it costs a lot less to keep a customer than to gain a new one.
To avoid costly hits to your public rep, it's usually a great idea to start your customer service off right. Begin by taking orders professionally, accurately, and
To avoid costly hits to your public rep, it's usually a great idea to start your customer service off right. Begin by taking orders professionally, accurately, and
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
quickly the first time. And strive to do this every time. Customers who have to wait on the phone, even a couple minutes, wade through an ocean of automated menu options, or give their life history just to place an order will go elsewhere. Give your value
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
d customers many ways to easily order: credit cards, check, money order, by phone, by mail – many ways and they'll likely pull out that wallet.
When it comes to post sale complaints, take the same approach to efficiency you used during the order. Make you
When it comes to post sale complaints, take the same approach to efficiency you used during the order. Make you
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
r customer support fast and effective. If a customer has a complaint about a product, they couldn't care less why it doesn't work or why you goofed up – they just want it taken care of. So by following a few steps, you can keep profitable customers when co
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
mplaints come in:
* Listen to the customer. Let them rant and vent their beef with your product or service. Don't interrupt, just pay attention to what they're saying and why they're unhappy. Put yourself in their shoes and ask, “how would I feel if this
* Listen to the customer. Let them rant and vent their beef with your product or service. Don't interrupt, just pay attention to what they're saying and why they're unhappy. Put yourself in their shoes and ask, “how would I feel if this
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
happened to me – what would I do?”
* Empathize with them. Tell your unhappy customer, “I can see why you'd feel that way.” Be sincere and honest. If you've listened and put yourself in their shoes, you really will see why they feel that way.
* Apologize.
* Empathize with them. Tell your unhappy customer, “I can see why you'd feel that way.” Be sincere and honest. If you've listened and put yourself in their shoes, you really will see why they feel that way.
* Apologize.
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
Offer an apology for the problem or defect. In the spirit of “going above and beyond the customer's expectations,” you could offer a coupon, freebie, or future discount as part of your apology. This approach definitely makes a difference.
* Fix the probl
* Fix the probl
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
em. Take care of the problem by offering a speedy refund, give them online credit, exchange their faulty product for a new one, or do anything else you need to do to make them happy customers once again. After they're content, thank them for their business
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
.
If your business is growing, you'll likely have less and less time to deal directly with your customers. So it's important that your employees have great customer service skills too. Run a workshop or conduct a half-a-day meeting just on the subject of
If your business is growing, you'll likely have less and less time to deal directly with your customers. So it's important that your employees have great customer service skills too. Run a workshop or conduct a half-a-day meeting just on the subject of
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
customer service. Explain how and why the customer is the boss, then teach them how to show great service every time.
Follow through with your customer policies. You should devote every single day to making the customer's experience better. All it takes i
Follow through with your customer policies. You should devote every single day to making the customer's experience better. All it takes i
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
s one “snappy” employee, one unhappy incident, to set your profits back considerably.
To make sure everything related to customer service is going well, routinely monitor complaints and comments. Even if a customer is unhappy during the order, it will lik
To make sure everything related to customer service is going well, routinely monitor complaints and comments. Even if a customer is unhappy during the order, it will lik
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
ely end up as a complaint. And if the customer has a really good experience during the order, it will end up as a comment.
Start by using a complaint form. A place for the exact complaint, action taken to correct it, and person handling the customer shoul
Start by using a complaint form. A place for the exact complaint, action taken to correct it, and person handling the customer shoul
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
d be the basics on every complaint form. Not only will you begin to see patterns in product defects, you'll also begin to see patterns in employees who are not giving 110% every time. This is a good responsibility tool.
Next, use a comment form. This form
Next, use a comment form. This form
.
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
can identify who is giving the best customer service, so you can reward and encourage them and others to keep it up.
Outstanding customer service is the foundation of any business. It's the smiling faces, the warm tone in the voices, and the resolution o
Outstanding customer service is the foundation of any business. It's the smiling faces, the warm tone in the voices, and the resolution o
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
f problems that keep customers coming back for more. A huge factor in building higher profits, even 300% or more, is your ability to treat your customers with value. If they feel like they are wanted and valued, they'll always return to open their wallets.
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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