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Main Subject - Courtesy and Customer Service
Good customer service is vital for the success of any business or job that deals with the public. If the following three things are done consistently, customers will happily r
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
eturn to a business.
1. Courtesy and respect toward others at all times.
2. Knowledge of the product and if that knowledge is lacking, searching out the answers from others.
1. Courtesy and respect toward others at all times.
2. Knowledge of the product and if that knowledge is lacking, searching out the answers from others.
; 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
3. A willingness to provide more than is expected. Going above and beyond a job description to make sure the customer has a positive experience.
I was the lucky recipient
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
of this at a downtown grocery store. I purchased flowers (two colours as well as baby’s breath.) The person who wrapped them, took them out of the cellophane, then artistica
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ly arranged them before wrapping them in paper for me.
He took the opportunity to go above and beyond. Would I return there to buy more flowers? You bet I will.
A fr
A fr
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
iend recently told me about an unhappy experience she had at a car dealership recently. Her car would not start one morning and she thought it was likely due to an older bat
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
tery. So, she called the dealership. A neighbour boosted her vehicle and she arrived at the dealership mid morning.
As it was a blustery winter day she was told that it would
As it was a blustery winter day she was told that it would
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
be difficult to predict when it would be ready for pick up. So after a couple of hours she phoned. Not ready. She phoned again in one hour. Not ready. So, she phoned agai
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
in about 1 ? hours. She said that each time she phoned she was pleasant and friendly. She was not a demanding customer. Once it was ready, the dealership sent their driver
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
to pick her up.
She arrived at the dealership to pick up the car and was greeted by the Service Manager who said, “Well, maybe we’ll call you every hour tomorrow just like you
She arrived at the dealership to pick up the car and was greeted by the Service Manager who said, “Well, maybe we’ll call you every hour tomorrow just like you
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
did us today”.
After this sarcastic comment, my friend paid her bill and then was left to make her way to her car with her grocery bags and her dog.
She asked where her ca
She asked where her ca
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
r was and the Service Manager waved in the general direction of the snow covered parking lot. She could not find her car in the parking lot, so the Service Manager went out
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
ide show her where it was. Despite the fact that it was covered in snow, and that my friend had her hands full, there was no offer to help brush the snow off the car. “There i
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
t is” he said and walked inside the building.
An apology was later given to this woman after she wrote a letter to the Manager, but my friend told me that she felt it was lack
An apology was later given to this woman after she wrote a letter to the Manager, but my friend told me that she felt it was lack
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
ing in sincerity. She told me that the Service Manager referred to it as a “miscommunication” implying that he bore little responsibility for the situation. Sarcasm is not mi
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
scommunication, it is disrespectful.
No offer to give car washes, an oil change, or even have flowers on hand for the customer as a way to show the apology was genuine. It w
No offer to give car washes, an oil change, or even have flowers on hand for the customer as a way to show the apology was genuine. It w
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
s a missed opportunity to turn around a situation that created negative feelings. Will my friend return to this car dealership? Not likely.
As she told me, she realizes tha
As she told me, she realizes tha
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
t nobody is perfect and that people have bad days. But it is the response to the complaint that shows the difference between a place of business that genuinely cares about cus
.
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 and one that doesn’t.
How do you and your staff measure up when it comes to customer service? Are unhappy customers looked upon as an opportunity for growth and lear
How do you and your staff measure up when it comes to customer service? Are unhappy customers looked upon as an opportunity for growth and lear
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
ning? How you treat your employees will reflect on how they treat your customers.
Some wise unknown soul said, ”If we don’t take care of our customers, someone else will.
Some wise unknown soul said, ”If we don’t take care of our customers, someone else will.
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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