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Main Subject - Bad Customer Service Does Not Happen Overnight
Bad Customer Service does not happen overnight. It is a combination of several controllable and predictable circumstances involving policies, procedures, training, management and personnel.
Bad Customer Service is not from bad customers, poorly made product, high prices, poor location, voodoo or moon phases. (I have personally blamed angry customers on the phases of the moon, have you?)
Bad Customer Service is not from bad customers, poorly made product, high prices, poor location, voodoo or moon phases. (I have personally blamed angry customers on the phases of the moon, have you?)
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
Let’s take a moment and examine the items that influence Customer Service.
Policies have a major influence in how you are allowed to treat your organizations Customers. I have worked in and consulted with organizations that have written policies regarding everything from starting time to break time to quitting time and everything thing in between, including greeting techniques, phone man
Policies have a major influence in how you are allowed to treat your organizations Customers. I have worked in and consulted with organizations that have written policies regarding everything from starting time to break time to quitting time and everything thing in between, including greeting techniques, phone man
; 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
ners, dress code, computer use and what time to turn the outdoor lights on.
When complying with every policy, you must consider the Customer Factor. You might start by asking this question.
Does the policy in place allow the employee to perform a duty, act on behalf of, and act in the name of The Company for the Benefit of the Customer? (We are not addressing safety policies, or other p
Does the policy in place allow the employee to perform a duty, act on behalf of, and act in the name of The Company for the Benefit of the Customer? (We are not addressing safety policies, or other p
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
olicies that deal with Company ordering policies or employee benefits, etc…this is strictly in regards to Customer Service)
If the policy does not benefit the Customer, why do you have it in place? And if you are trying to meet Company policy and it obviously is affecting your ability to provide the best service experience to your Customers, write a letter! Document in detail what is wr
If the policy does not benefit the Customer, why do you have it in place? And if you are trying to meet Company policy and it obviously is affecting your ability to provide the best service experience to your Customers, write a letter! Document in detail what is wr
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ong, why you would like it changed and offer a solution! If you are really concerned with how you perform your duties and treat your Customers you owe it to them to correct deficiencies in your organization, if you can.
At the very least, bring it to the attention of someone that can make a change. If you are the person in charge of policy change, and there is something brought to your at
At the very least, bring it to the attention of someone that can make a change. If you are the person in charge of policy change, and there is something brought to your at
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
tention, fix it!
If you need legal to look at it, let ‘em look. If you need the CEO to sign off, get ‘em to sign off. Whatever it takes to put a policy in place that works best for your Customers is what you need to focus on.
Procedures have normally been written to help guide a person through the act of helping a Customer, perform a task in relation to helping a Customer, or describe a
If you need legal to look at it, let ‘em look. If you need the CEO to sign off, get ‘em to sign off. Whatever it takes to put a policy in place that works best for your Customers is what you need to focus on.
Procedures have normally been written to help guide a person through the act of helping a Customer, perform a task in relation to helping a Customer, or describe a
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
course of action to take in response to a Customer request, action or behavior.
If you are employed at an organization that passes all the knowledge down from one “old guy” to the “new guy”, without it being in writing, please ask someone in the company to check the calendar and make sure that it reads "Information Age," not "The Dark Ages."
Maybe you feel you really don't need a writte
If you are employed at an organization that passes all the knowledge down from one “old guy” to the “new guy”, without it being in writing, please ask someone in the company to check the calendar and make sure that it reads "Information Age," not "The Dark Ages."
Maybe you feel you really don't need a writte
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
n procedure. Let me ask you this. If you go into a court of law and the judge asks you for your written procedure or policy, could you hand it over to them? In a document? Or would you tap the shoulder of the “old guy” and tell him to stand up and recite the procedure to the judge? If this is your company, stop reading and start writing your job description, duties, operational techniques
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
, tips and anything else that pertains to what you do on a daily basis. And then present it to your direct manager for review. He/She will Thank You. If they don't, write a resume and start looking for a company that has moved into the 21st Century.
Written documents remove confusion and uncertainty from procedures and policies. (Well written documents I might add)
And they provide a bas
Written documents remove confusion and uncertainty from procedures and policies. (Well written documents I might add)
And they provide a bas
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
e from which to design training and select personnel.
Without proper training, how can you expect good results? And without ongoing training how can you predict those results?
One of the requirements for all manufacturers is the installment, maintenance and support of fully trained personnel especially if you are involved in the servicing of a product. Asking someone who is not properl
Without proper training, how can you expect good results? And without ongoing training how can you predict those results?
One of the requirements for all manufacturers is the installment, maintenance and support of fully trained personnel especially if you are involved in the servicing of a product. Asking someone who is not properl
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
y trained to perform a task is like asking a two year old to bake a cake.
Oh sure, give them all the ingredients, and you might end up with a pan full of flour and eggs, but it is not really a cake, is it? And although giving a two year old free reign of your kitchen might be fun to watch, you are not going to want to clean up the mess that is left behind, are you?
When you put someone w
Oh sure, give them all the ingredients, and you might end up with a pan full of flour and eggs, but it is not really a cake, is it? And although giving a two year old free reign of your kitchen might be fun to watch, you are not going to want to clean up the mess that is left behind, are you?
When you put someone w
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
ho is not trained in charge of your most valuable asset, you are going to end up without a cake to eat, a mess to clean up and a someone who now feels like a two year old baking a cake. No clue.
This is where management must be active in a role that encourages, supports, guides and observes. Without strong management, your organization can function, but it cannot proceed. The reason you h
This is where management must be active in a role that encourages, supports, guides and observes. Without strong management, your organization can function, but it cannot proceed. The reason you h
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
ave management is not to make sure that everyone shows up on time, clocks in when they are supposed to and wear the proper attire.
“Supervisors who think their job is to baby-sit will be eliminated sooner or later.” This is a quote from a wonderful book by Richard Moran called “Fear No Yellow Stickies” and one of my favorites.
If you are in management and are “baby-sitting”, you should l
“Supervisors who think their job is to baby-sit will be eliminated sooner or later.” This is a quote from a wonderful book by Richard Moran called “Fear No Yellow Stickies” and one of my favorites.
If you are in management and are “baby-sitting”, you should l
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
ook down at your shirt right now, as there is a bull’s- eye on it. Think I’m kidding. Look out your office door; you can see everyone in your department right now who knows you are just “phoning it in.” And don’t think that upper management does not know.
They have already received a complaint, a recommendation and a solicitation for your job.
You must be active in your position and your
They have already received a complaint, a recommendation and a solicitation for your job.
You must be active in your position and your
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
vision and not in your past. Yesterday is done and gone, today is here and now.
Hire Friendly, Hire Trainability and Hire Competence. The number one requirement for excellent Customer Service personnel has got to be a friendly, open personality. It is the basis for every action that employee will ever take. If they are friendly, they are going to treat your Customers in a friendly mann
Hire Friendly, Hire Trainability and Hire Competence. The number one requirement for excellent Customer Service personnel has got to be a friendly, open personality. It is the basis for every action that employee will ever take. If they are friendly, they are going to treat your Customers in a friendly mann
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
er. Hey, you can’t make a silk purse from a sows ear, and you can’t make a friendly rep from a sour attitude.
In addition to being friendly, they must be trainable. You can look at their past and see what they have accomplished in their educational career and use that as a guide. However, I must say that many people including myself, have not the greatest pedigree when it comes to educati
In addition to being friendly, they must be trainable. You can look at their past and see what they have accomplished in their educational career and use that as a guide. However, I must say that many people including myself, have not the greatest pedigree when it comes to educati
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
on. We make up for it by constantly reading, attending seminars, training and practicing self development to stay ahead of the curve. There is a lot to be said for the person who takes the time to become self educated and well read vs. someone who has a background but does not update it.
Competence is a demonstrated skill set. You can gauge that by role playing or scenario questions on a
Competence is a demonstrated skill set. You can gauge that by role playing or scenario questions on a
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
pre-hire exam. I prefer role play with a set script to see how a person reacts to different situations presented to them. If they can demonstrate a real sincere friendly attitude during role play, chances are they will carry that into the position. Once there, through ongoing training and support, they become even more competent. However, if they do not demonstrate even the barest minimum
.
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
of competency, you will have to invest more time and energy into them and then you have to ask yourself, will this be worth it in the long run?
Let’s face it; some people are not cut out to be in Customer Service. I know that sounds shocking, but it is the Truth!
Nearly everyone can relate to a time when they were in a position they did not like and did not perform well in that position.
Let’s face it; some people are not cut out to be in Customer Service. I know that sounds shocking, but it is the Truth!
Nearly everyone can relate to a time when they were in a position they did not like and did not perform well in that position.
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
You knew you were not doing well and everyone around you knew it as well. So, why would you allow someone like that to stay in a position that they were not suited for?
You cannot train away a bad attitude.
Bad Customer Service does not happen overnight. It can be identified and corrected by examining the policies, procedures, training, management and personnel you have in your company.
You cannot train away a bad attitude.
Bad Customer Service does not happen overnight. It can be identified and corrected by examining the policies, procedures, training, management and personnel you have in your company.
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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