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Main Subject - How To Give Exceptional Customer Service
Service is Adding People To The Product
Much of the information in this article came from three video tapes on customer service: * In Search of Excellence * How To Give Exceptional Customer Service from Career Tracks* How To Deliver Superior Customer Service from Inc. Business Resources* Why is customer service
Much of the information in this article came from three video tapes on customer service: * In Search of Excellence * How To Give Exceptional Customer Service from Career Tracks* How To Deliver Superior Customer Service from Inc. Business Resources* Why is customer service
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
so important? A study by U.S. News & World Report found the average American business loses 15% of its customer base each year. The Forum Corporation found:
68% of customers who stop buying from one business and go to another because of “poor or indifferent service”.
14% leave because of an unsatisfac
14% leave because of an unsatisfac
; 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
orily resolved dispute or complaint.
9% leave because of price.
5% go elsewhere based on a recommendation.
3 % move away.
1 % die.
So 82% leave because of service related issues.
Customer Service begins at the top level of the company, and it doesn’t just happen. Here are th
9% leave because of price.
5% go elsewhere based on a recommendation.
3 % move away.
1 % die.
So 82% leave because of service related issues.
Customer Service begins at the top level of the company, and it doesn’t just happen. Here are th
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ree keys for exceptional customer service:
1. Make it clear that nothing less than exceptional customer service is acceptable.
2. Train for exceptional customer service.
3. Be sure your policies and procedures reinforce exceptional customer service.
Make it Clear that Nothing
Less tha
1. Make it clear that nothing less than exceptional customer service is acceptable.
2. Train for exceptional customer service.
3. Be sure your policies and procedures reinforce exceptional customer service.
Make it Clear that Nothing
Less tha
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
Exceptional Customer Service is Acceptable
This starts in the interview, before the person is even hired. Include questions in the interview that will lend insight into whether this person believes that good customer service is part of everyone’s job. Does she have a basic belief in helping others? You might s
This starts in the interview, before the person is even hired. Include questions in the interview that will lend insight into whether this person believes that good customer service is part of everyone’s job. Does she have a basic belief in helping others? You might s
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ay, “Tell me a time at your last job when you had to deal with an especially demanding customer. How did you handle the situation?” Her answer may tell you a lot about her attitude towards customers.
You might then ask about where she has received excellent customer service. Did she appreciate it? Did sh
You might then ask about where she has received excellent customer service. Did she appreciate it? Did sh
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
tend to shop at that store more often? Sure, the applicant knows the answers you want. These are not great questions for making your hiring decision, but they are letting the applicant know that customer service is important to you and the job!
So now, you’ve tried to find out about her basic beliefs in
So now, you’ve tried to find out about her basic beliefs in
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
customer service. You’ve asked her specific questions concerning customer service. Before the interview is over, tell the applicant her main job... CUSTOMER SERVICE. She might be a dish washer, a bookkeeper or a warehouse worker, but in your business, EVERYONE’S PRIMARY JOB IS CUSTOMER SERVICE!
Train For Custom
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
r
Service
You can’t just tell someone that you expect exceptional customer service and get it. At ARS, training for exceptional customer service begins on the first day of employment with the new employee’s introduction to ARS. To point out the importance of this information, the meeting is led by the president
You can’t just tell someone that you expect exceptional customer service and get it. At ARS, training for exceptional customer service begins on the first day of employment with the new employee’s introduction to ARS. To point out the importance of this information, the meeting is led by the president
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
of the company.
The meeting has three parts, and all three emphasize customer service.
1. The history of the company, where we are now and where we are going
2. Customer Service, “In Search of Excellence”
3. TMS’s commitment to Total Quality Management.
The first part of th
The meeting has three parts, and all three emphasize customer service.
1. The history of the company, where we are now and where we are going
2. Customer Service, “In Search of Excellence”
3. TMS’s commitment to Total Quality Management.
The first part of th
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
meeting is an introduction to the company. We are sure to emphasize that we feel our past growth and future success is tied directly to the service we provide.
In the second part of the meeting, we watch the video, “In Search of Excellence.” We watch and then discuss the incredible customer service provided b
In the second part of the meeting, we watch the video, “In Search of Excellence.” We watch and then discuss the incredible customer service provided b
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
companies like Disney and Stew Leonard’s Dairy Store. This is an exceptional video and very inspiring.
As inspiring as In Search of Excellence is, for more than a dozen years, I’ve had a problem with, “How do we implement this in our business?” I think we’ve found at least part of the answer... Total Q
As inspiring as In Search of Excellence is, for more than a dozen years, I’ve had a problem with, “How do we implement this in our business?” I think we’ve found at least part of the answer... Total Q
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
uality Management (TQM).
The third part of the meeting shows the new employee our TQM system. It stresses the fact that we will do everything we can to give our customers exceptional customer service. We’ll hire and train for exceptional customer service, and we’ll make sure our procedures reinforce exce
The third part of the meeting shows the new employee our TQM system. It stresses the fact that we will do everything we can to give our customers exceptional customer service. We’ll hire and train for exceptional customer service, and we’ll make sure our procedures reinforce exce
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
tional customer service; but that doesn’t mean much, if the system doesn’t work. Our means of continually improving our system is TQM. TQM will be the subject of a future newsletter.
After this initial training, each individual receives continued customer service training in each department. The custo
After this initial training, each individual receives continued customer service training in each department. The custo
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
mer service reps, who talk with customers many times daily, receive extensive training.
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training take
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training take
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
six hours and really drives home the value of customer service. We also use parts of the series for ongoing education and training.
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? W
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? 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
e’ve made major changes after asking this question.
Here’s an example. We used to send UPS C.O.D. packages out with a C.O.D. tag on each package. With this, if the customer had three packages in the order, they had three C.O.D. fees.
Why did we do this? One time we sent four packages to a customer. The
Here’s an example. We used to send UPS C.O.D. packages out with a C.O.D. tag on each package. With this, if the customer had three packages in the order, they had three C.O.D. fees.
Why did we do this? One time we sent four packages to a customer. The
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ustomer refused the one package with the C.O.D. tag and kept the other three packages. He didn’t pay for the three packages he kept until we sent the account to collection.
Our well-meaning warehouse manager, trying to protect our interest, decided to put C.O.D. tags on all packages to be sure we got our
Our well-meaning warehouse manager, trying to protect our interest, decided to put C.O.D. tags on all packages to be sure we got our
.
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
money. This continued for a short time until someone asked if this policy penalized the 99.9% of our honest customers because of one dishonest one. Obviously it did, and we no longer put C.O.D. tags on each package.
Here’s something that recently happened to me: I bought a latte’ and was about to enter
Here’s something that recently happened to me: I bought a latte’ and was about to enter
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
he drug store next door to buy a birthday card when I saw “NO FOOD OR DRINK”. So I walked down the way to the store without a sign to buy the birthday card. What do you think? Maybe food and drink in this store is a huge problem, but maybe they are penalizing many good customers because of a very few sloppy ones
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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