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Top Adding - 10 Tips for Improving Customer Service and Keeping More of Your Customers
1. Customer service is all about customers’ needs first and your needs second.
If your customers expect a response from you in 24 hours and you always respond much later, that’s putting your needs first and their needs second.
2. Customer
If your customers expect a response from you in 24 hours and you always respond much later, that’s putting your needs first and their needs second.
2. Customer
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
s are like a spouse, they need to feel special to continually respond to your offers.
You make your customers feel special by over-delivering in every area, especially in those areas they don’t expect. Imagine how you’d feel if you sent an email w
You make your customers feel special by over-delivering in every area, especially in those areas they don’t expect. Imagine how you’d feel if you sent an email w
; 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
th a question to a merchant and they responded within half an hour with an answer when you were expecting an answer the next day. You would definitely feel special. It’s a wonderful feeling. Create this feeling within your customers.
3. Stay in contact
3. Stay in contact
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
with your customers, not only when you need to make a sale.
This could be as simple as sending an online greeting on holidays. It could be giving helpful advice that you researched or offering something free that they really appreciate. Make sure
This could be as simple as sending an online greeting on holidays. It could be giving helpful advice that you researched or offering something free that they really appreciate. Make sure
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
hatever you do the quality is on par or better than whatever you’d sell them. This also means the presentation or packaging. Remember you always want to appear as putting their needs ahead of yours, even if you don’t all the time.
4. The service you p
4. The service you p
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
rovide after the sale should be just good or better than the service provided before the sale.
Have you ever called the sales department of a company and the representative was more than helpful, and then once you bought a product and called their
Have you ever called the sales department of a company and the representative was more than helpful, and then once you bought a product and called their
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
customer service department you were greeted by a machine that put you on hold for over an hour? Even worse, when you finally got someone they tried to get you off the phone as quickly as possible. What if their customer service department were to take the
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
attitude of the sales department and be as eager to help you? Wouldn’t you would be a loyal customer?
5. The perception of the quality and use of your products and services that you project should be honest.
There are few things more infuriat
5. The perception of the quality and use of your products and services that you project should be honest.
There are few things more infuriat
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ng than to be told the benefits you’ll get from a product or service and then to find out you didn’t get what was promised. If enough determined customers get angry they could put you out of business. Look at honesty as a service to your customers and pros
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
pects that builds trust. Have you ever thought about customer service in this way?
6. Your customer service personnel should be well trained for the job.
There are few things consumers dislike more than a company that have well-trained sales p
6. Your customer service personnel should be well trained for the job.
There are few things consumers dislike more than a company that have well-trained sales p
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ople and poorly trained customer service personnel. You do not want your customers spreading bad publicity about your customer service, since if they do they’d be reversing your marketing efforts. So spend just as much time training your customer service p
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
rsonnel as you do your sales force.
7. Your customer service should be as good as or better than the competition or you won’t keep your customers for long.
Reputable companies have the least trouble selling their products and services. The ma
7. Your customer service should be as good as or better than the competition or you won’t keep your customers for long.
Reputable companies have the least trouble selling their products and services. The ma
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
ketplace has developed trust and admiration for how they operate and how they treat their customers. One of the tenets of a reputable company is its excellent customer service. When any company has great customer service even the most difficult customers c
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
an walk away feeling better than if they had dealt with the competition.
8. Your customers should receive a consistent service.
Walk into any McDonalds in the world and what you’ll find are consistent services. Everyone knows what they’ll ge
8. Your customers should receive a consistent service.
Walk into any McDonalds in the world and what you’ll find are consistent services. Everyone knows what they’ll ge
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
when they walk into a McDonalds Restaurant. Fries and hamburgers are prepared the same way. Imagine if one day you walked into a McDonalds Restaurant and got well-prepared fries and another day you got over-cooked fries, you wouldn’t like the inconsistenc
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
, would you? Your customers expect the same consistency as franchisees are renowned for providing.
9. Give your customers the benefit of the doubt even when you think they are lying.
Remember, only a few customers will take advantage of you.
9. Give your customers the benefit of the doubt even when you think they are lying.
Remember, only a few customers will take advantage of you.
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
ollow the model of Procter and Gamble, a consumer goods company. A customer once wrote in about a bad diaper and they sent several cartons of diapers to this mother. Can you imagine the word-of-mouth promotion they got from this mother instead of an angry
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
customer spewing out bad publicity? Consider any amends made to customers as a cost of doing business.
10. Create and project an impressive image of your company and the competition will have to work very hard to seduce and steal your prospects and cu
10. Create and project an impressive image of your company and the competition will have to work very hard to seduce and steal your prospects and cu
.
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
tomers.
This is how brands develop. Brands work on the projection of images. “Sony” and “Lexus” both project images of quality and great customer care. If there are two products or services of identical quality and one sells better at a higher pri
This is how brands develop. Brands work on the projection of images. “Sony” and “Lexus” both project images of quality and great customer care. If there are two products or services of identical quality and one sells better at a higher pri
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
e using a different brand and all else is equal then image is the reason for the difference.
These ten tips will improve any company that applies them. And since they improve the customer service function the customer retention rate will be higher as well
These ten tips will improve any company that applies them. And since they improve the customer service function the customer retention rate will be higher as well
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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