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If I was thinking of buying stocks and shares in a company - or more importantly buying products from them - I would try to find out how good they are at dealing with customer complaints. Many comp

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

anies groan at the thought of complaining customers. More enlightened companies welcome, even encourage, complaints. Why? Because a complaining customer is providing a company with an invaluable service. At a strok

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

Examples of combination products may in

e they are giving valuable feedback, quality control information and are more often than not, giving you a chance to put a problem right.

Of course, the best customer is one that is completely satisfied. The next

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

est customer is dissatisfied and complains. The worst customer is one that is dissatisfied and doesn't complain. This last example represents a lost customer. They will not give any feedback and not allow y

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

ou to put the problem right. They will simply walk away and look for a better supplier of their product.

Respect

So, how do you deal with customer complaints? It does not hurt to thank them for taking the

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

Combination pro

trouble to contact you. Before you decide to investigate further, just think on this: the vast majority of customer complaints are genuine. Very few are made in order to get something for nothing. So, treat the cus

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

omer with due respect from the start. We all know that many genuine complaints turn out to be errors at the customer end, especially with mechanical or electrical devices. The product may be fine but the customer d

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

oesn't know how to operate it. Before you file this away under customer error classification, ask if the customer if they found the instructions hard to follow or found the product hard to operate. Not only

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

may you find the feedback valuable, you will also be giving some respect to the customer. If the complaint is not a customer error then, as I said, it is probably genuine. Why not assume that the customer is right

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

nd swap it or offer a refund or, at least, offer to repair it. When you or your staff get to see the product you will then know what the problem is (or isn't) and be able to adapt the product - or your approach to

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

customers - as a result.

Investigate

Thoroughly investigate their complaint. Try to do this quickly. If the investigation is dragging, keep them informed. DON'T expect them to chase you! If your investiga

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

Following aspects would a

tion has upheld the customer's grievance then apologise as soon as possible. Not only that, tell the customer what you are doing to prevent the problem from being repeated. Assure them that this will not happen ag

dd to the challenges in developing combination products:

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

in and assure them that you care about the service and the products you provide.

Put it Right - Permanently

For many companies, even if they do everything right up to this point, the issue is closed as soo

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

n as the refund or replacement is processed. The promised action to prevent recurrence is not followed through. As sure as eggs is eggs, one day, the same problem will be repeated. Next time, however, you may not b

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

e so lucky: you may end up with a non-complaining customer - the worse type - and lost future sales.

Trust

The thing about the customer who complains, is that you have a chance to build a relationship wit

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

them that is beyond the normal buy and sell transaction. You can demonstrate the exceptional nature of the problem and show the customer how seriously you take such issues. The complaining customer may well buy m

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

Professional from academic institutions, pharmaceutical industries, health care indust

ore goods from you in future as they know you will "look after them" should a problem arise. Put simply, they will trust you.

Example

Arkay Hygiene sells Insectocutor Fly Killers. Now this happened just O

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

NCE: a few years ago a customer had a machine with a faulty lampholder (it holds the uv bulb in place, dummy!). No investigation was necessary: the customer said she had a faulty lampholder and that was that. No ar

.

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

uments. We offered to swap the product for a new one. The problem, as the customer explained, was that the fly killer unit had already been unpacked and fixed into position. We decided to despatch an engineer with

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

Companies that provide selfless information through particip

a new lamp holder and he quickly got the unit back in action. This customer has since purchased many other goods from us over many years. The bond of trust between us and this customer was born from this complaint

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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Incorporation is very profitable in Nevada for businesspersons compared to the other states. If the services are utilized efficiently, then the benefits come in a heap. This is the reason for incorporation of the businesses with the state of Nevada. Nevada corporation includes in its tax structure no franchise tax, private income, and corporate shares; thus it provides a favorable taxation environment.

Looking specifically at electrical safety in the workplace, what steps are you obligated to take in order to ensure you satisfy legal requirements for your workplace equipment?

While the first step to landing the job you covet is the application and covering note, the most important hurdle is the interview. To succeed you need to be a step ahead of the interviewer. To do this you must prepare and that to well.

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