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E-Folder - Customer Service in Today's World-Basic Is Good Customer Service
Good customer service is not rocket science. It is a blend of knowledge, proper phone etiquette, and genuine interest in the custo
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
mer you are servicing.
Most companies provide training for their customer service reps and tools are usually provided via cheat s
Most companies provide training for their customer service reps and tools are usually provided via cheat s
; 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
eets and/or computer programs that enable the customer service representative to perform more efficiently.
Keep in mind, when you
Keep in mind, when you
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
are a customer service rep, you are representing the company you work for. A customer service rep that is rude, unknowledgeable,
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
r uncaring regarding the callers' problem or situation reflects on the company they work for.
Important things to remember:
1. W
Important things to remember:
1. W
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
hen initially listening to the customer complaint or concern, be sure and take down as much information as possible so when you go
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
to research for an answer, you will have your notes to rely on to give the best possible answer.
2. Try to smile when you're spe
2. Try to smile when you're spe
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
aking to your customer. Believe it or not, smiles can actually be felt over the phone.
3. If you are writing numbers such as acc
3. If you are writing numbers such as acc
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
unt numbers, dates of birth, social security numbers, return phone numbers, etc., be sure and repeat those numbers back to the cus
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
tomer to confirm correctness.
4. If you have to transfer the call, make sure the call goes through before hanging up. It is real
4. If you have to transfer the call, make sure the call goes through before hanging up. It is real
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
y aggravating to be transferred and have the phone disconnect in the process. Give the caller the number you are transferring to s
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
o if this does happen, they will be able to call back.
5. Never eat while you are taking calls, not even candy. The person on th
5. Never eat while you are taking calls, not even candy. The person on th
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
other end can hear you eating which is very annoying.
6. Try and keep your caller focused. Many times, customers will start tal
6. Try and keep your caller focused. Many times, customers will start tal
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
king about other things rather than their initial problem. You don't want to tie your phone up for a long period of time talking a
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
out irevelant subjects.
7. Only respond to your callers concerns. Do not volunteer additional information that was not initially
7. Only respond to your callers concerns. Do not volunteer additional information that was not initially
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
requested.
8. Try never to cough in the phone. If you feel a cough or a sneeze coming on, cover your phone away from your mouth
8. Try never to cough in the phone. If you feel a cough or a sneeze coming on, cover your phone away from your mouth
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
so you won't cough or sneeze in someone's ear.
9. If you have to research for an answer for your caller, make sure to repeat the
9. If you have to research for an answer for your caller, make sure to repeat the
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
return phone number back to the caller and give them an approximate time frame to expect an answer.
10. If you happen to get an
10. If you happen to get an
.
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
rgumentative irate customer, try and diffuse the anger. Do not argue back. If your caller continues to be argumentative and unreas
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
onable, escalate the call to your superior.
To be the best in Customer Service, treat people the way you would like to be treated
To be the best in Customer Service, treat people the way you would like to be treated
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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