Main Subject - Business

The need for superb customer service is not startling, and the means for bringing it about are relatively well known. Nevertheless, too many businesses seem to accept the need and me

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

ans in theory but in practice they continue to deliver poor service.

Retail stores whose owners are also managers tend to fare much better than chains that employ minimum-wage emplo

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

Examples of combination products may in

yees who don’t care a whit about helping customers.

Following is an example and an illustration of why many chains are doing so poorly in customer service:

I recently walked into a

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

retail store that offered gifts appealing mainly to mature shoppers. The sales clerk was unkempt and barefoot, and was clipping his toenails while listening to loud rock music. He c

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

ompletely me ignored me – a customer who promptly walked out.

How could any caring manager assume this employee and this store were a good match? Shouldn’t the manager have looked f

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

Combination pro

or a more mature sales clerk? Shouldn’t he or she have dictated the type of music played in the store, and, of course, fired this guy immediately upon observing his behavior?

Anothe

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

r common error is letting staff assume they are right and the customer is wrong.

A frequent customer of one company received a bill for merchandise he had returned. Company personne

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

l not only ignored his repeated explanations, but treated him as though he was a liar and a cheat. He vowed never to return and told his family and friends, who supported him by not

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

engaging in any business with the company.

Anyone who has tried to get technical support over the phone knows how infuriating it can be when support personnel assume they know every

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

thing and the customer -- the person with the problem -- knows nothing. They rattle off a speech -- and almost never listen. What’s more, their solutions often have nothing to do wit

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

the customer’s problem.

Often people stop seeing a physician or attorney because of the poor service and superior attitude of the front-line staff.

Here Are 4 Ways To Improving Yo

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

Following aspects would a

ur Organization’s Customer Service:

1. Owners and managers must realize they lose a great deal of money by allowing poorly trained employees with surly personalities to represent th

dd to the challenges in developing combination products:

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

em.

2. Skills can be taught. The right personality must be hired to begin with Hiring the cheapest employee rather than the best is more costly in the long run.

3. Managers must tr

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

eat and train better and serve as role models. Among the behaviors they should reflect and help employees adopt are:
• Listening to what the customer is saying and actually try

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

to understand.
• Say, “Yes, we can” more often than “That’s not the way we do it here.”
• Never say, “I don’t know,” but rather offering to find out and let the customer kn

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

ow.
• Not taking frustration, anger and irritation personally, but instead realizing the harsh words is directed more toward the situation rather than the company representative

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

Professional from academic institutions, pharmaceutical industries, health care indust

.

1. Remember your employees are your company’s most important marketing and advertising tools. How they treat customers will determine whether customers return, and what kind of wo

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

rd-of-mouth they will spread about the company. Good service will bring the customer back. Superior service will give customers something to tell their family and friends. Such word

.

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-mouth marketing is the most valuable marketing.

Nordstrom and Rolls Royce have learned these lessons very well. Urban legends abound regarding the superior service they provide.

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

Companies that provide selfless information through particip

The legends may or may not be true, but what is true is that both companies are known for their incredible service -- and thousands of new customers have flocked to them as a result

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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