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Main Subject - Step By Step Guide Of Handling Complaints
Customers are utmost important in business. Without customers, or loyal customers, businesses are next to non-existent. Even
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
if customers are wrong, they are "always right" as they are the "kings" to one business. Loyal and satisfied customers normal
; 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
ly will spread their experience to the friends, thus, promoting the business by “word of mouth”.
How to tackle complaints or
How to tackle complaints or
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
customers’ dissatisfaction in order to ensure that they will keep coming back to us? Follow these four simple steps. Most of
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
the times it works;
Hear
Most of us are good in using our mouths than our ears. We are good speakers but poor listeners. I
Hear
Most of us are good in using our mouths than our ears. We are good speakers but poor listeners. I
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
handling complaints listening skills are vital. Listen more, talk less! Try to understand the nature of the complaint. Let t
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
he customer to express what the dissatisfactions are all about. More often, complainants were just wanted to be heard. This w
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
ill make them "feel good" as somebody is caring enough and willing to listen to them. Listen with anticipation, good eye-cont
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
act and proper body gestures. Ask details should you need more clarification. If required, repeat what they said to ensure th
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
eir message were correctly interpreted.
Empathy
Try “putting yourself in their shoes". What will be your reaction should th
Empathy
Try “putting yourself in their shoes". What will be your reaction should th
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
same thing happen to you. If you were they, what will be your expectation? Try to view the complaint in their perspective. M
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
ake them feel that you really understand their problems.
Accept responsibility
Somebody have to be accountable to the compl
Accept responsibility
Somebody have to be accountable to the compl
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
aint. That will be “you" as the owner or representative of the business. That is the least that the dissatisfy customers need
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
to know. Satisfy them first. They just need to know that somebody is taking the responsibility.
Take action
Proceed with t
Take action
Proceed with t
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
he remedial actions. If you are unable to do it immediately, give a time-frame and inform the customer. Do not forget to upda
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
e the customer the outcome from time to time. You are in a process of trust-building so the customer will keep coming back to
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
you.
In addition, do not forget to use those “magic” word; “sorry”. If you are unable to accommodate to their needs, tell t
In addition, do not forget to use those “magic” word; “sorry”. If you are unable to accommodate to their needs, tell t
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
hem how you wish you can help but you really can not. Impress upon them that you are trying you best to help. Give alternativ
.
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
es if you are capable of doing so.
Remember the four steps; Hear, Empathy, Accept responsibility and Take action (H-E-A-T).
Remember the four steps; Hear, Empathy, Accept responsibility and Take action (H-E-A-T).
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
Do not let customer to "bad-mouth" your business with their word-of-mouth. Remember, they are kings and they are always right
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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