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Main Subject - How To Communicate Effectively With A Dissatisfied Customer
Handling any sort of conflict requires you to draw on all your resources. In particularly your communication skills. The reality is that we all have many communication skills but don’t always use them effectively and certainly we do not take the opportunity to improve them as often as we should
We relate to people on two lev
We relate to people on two lev
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
els:
Consciously: when we carefully select our words, gestures and behaviours.
Subconsciously: when unknowingly we send out subliminal messages. These often have the most impact on people and can make them feel uncomfortable
Listening Skills:
There are two aspects to communicating: receiving and sendi
Consciously: when we carefully select our words, gestures and behaviours.
Subconsciously: when unknowingly we send out subliminal messages. These often have the most impact on people and can make them feel uncomfortable
Listening Skills:
There are two aspects to communicating: receiving and sendi
; 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
g messages i.e. it is a two way phenomenon.
Would you say you are a good listener? Consider the following questions:
• Do you have a tendency to interrupt or finish other people’s sentences?
• Do you find yourself losing patience or concentration?
If so, you need to work on your listening skills. Or:
• Do you stay focuse
Would you say you are a good listener? Consider the following questions:
• Do you have a tendency to interrupt or finish other people’s sentences?
• Do you find yourself losing patience or concentration?
If so, you need to work on your listening skills. Or:
• Do you stay focuse
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
d when another person communicates with you?
• Do you make notes, give good feedback and demonstrate that they have your full attention?
Showing people you are listening by nodding and asking questions is a good way of demonstrating that you are taking them seriously and interested in what they have to say.
Listening Sk
• Do you make notes, give good feedback and demonstrate that they have your full attention?
Showing people you are listening by nodding and asking questions is a good way of demonstrating that you are taking them seriously and interested in what they have to say.
Listening Sk
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
lls:
Listening, however, is a difficult task for most people. It requires us to:
• Block out all distractions
• Be observant – use eyes and ears more than mouth!
• Keep an open mind and not be judgemental
• Stay calm, not rising to any bait
• Keep all personal prejudices at bay
• Listen all the way through
• And a
Listening, however, is a difficult task for most people. It requires us to:
• Block out all distractions
• Be observant – use eyes and ears more than mouth!
• Keep an open mind and not be judgemental
• Stay calm, not rising to any bait
• Keep all personal prejudices at bay
• Listen all the way through
• And a
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
so listen for what is not being said – read between the lines.
Language:
In difficult situations most people are careful to choose their words by avoiding:
• Inflammatory language, e.g. “That’s impossible, no one else has complained about that”
• Criticism, e.g. “You should have contacted … dept”
• S
Language:
In difficult situations most people are careful to choose their words by avoiding:
• Inflammatory language, e.g. “That’s impossible, no one else has complained about that”
• Criticism, e.g. “You should have contacted … dept”
• S
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
wearing, e.g.!!**?*!!
• Insensitive language, e.g. “It’s not designed for people over XXX kilos”
• Negativity, e.g. “It’s not possible- we can’t do that”
• Overbearing, e.g. “It absolutely must be returned by …”
Non-Verbal Language:
Inappropriate words can hurt or incite anger in anothe
• Insensitive language, e.g. “It’s not designed for people over XXX kilos”
• Negativity, e.g. “It’s not possible- we can’t do that”
• Overbearing, e.g. “It absolutely must be returned by …”
Non-Verbal Language:
Inappropriate words can hurt or incite anger in anothe
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
. However, it is not the most powerful form of communication. According to the experts the breakdown is a follows:
Language: Words used etc 7%
Voice: Tone, pitch etc 38%
Visual: Gestures, facial expression etc 55%
This is particularly true of communication relating to emotion. Positive language delive
Language: Words used etc 7%
Voice: Tone, pitch etc 38%
Visual: Gestures, facial expression etc 55%
This is particularly true of communication relating to emotion. Positive language delive
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
red in an abrasive or monotonous voice will have a negative impact. We’re more aware of how people say things than what they say.
Body Language:
Body language is understood by most people in business today. Inappropriate facial expressions, posture, sharp movements can make a situation much worse.
As a
Body Language:
Body language is understood by most people in business today. Inappropriate facial expressions, posture, sharp movements can make a situation much worse.
As a
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
brief reminder. If you want to keep your unhappy customer calm, avoid:
• Putting up barriers – folded arms, glaring, hiding behind folders or a desk
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed,
• Putting up barriers – folded arms, glaring, hiding behind folders or a desk
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed,
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
use open gestures; make good but not excessive eye contact. Even when you are talking on the telephone, these gestures can communicate through your voice. Be careful
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions g
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions g
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
ives you time to think, observe and stay objective
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout at someone who is calm and controlled
• You are continuing to act in a professional ma
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout at someone who is calm and controlled
• You are continuing to act in a professional ma
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
ner, on behalf of the company, no matter how you might feel about the situation and the customer, it is important to remember that you are an ambassador.
Telephone Communication Skills:
One of the biggest disadvantages when trying to resolve a complaint with an angry customer over the telephone is the heavy reliance
Telephone Communication Skills:
One of the biggest disadvantages when trying to resolve a complaint with an angry customer over the telephone is the heavy reliance
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
on language and voice. The phone is a sensitive instrument and people pick up on sighs and irritation. They also know whether or not you are eating, drinking or smoking. But they can’t see your face and have no idea whether or not you are taking them seriously. You can:
• Smile into the phone – it makes you sound friendly an
• Smile into the phone – it makes you sound friendly an
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
caring
• Give plenty of verbal feedback to let them know you are listening; it’s no good nodding unless you have a video phone!
• Paraphrase and summarise to ensure you have fully understood
• Press the silent button if you need to confer with someone in the office, no one likes to hear themselves being talked about.
• T
• Give plenty of verbal feedback to let them know you are listening; it’s no good nodding unless you have a video phone!
• Paraphrase and summarise to ensure you have fully understood
• Press the silent button if you need to confer with someone in the office, no one likes to hear themselves being talked about.
• T
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
y to create an atmosphere of trust and sincerity – they need to know you’re not just saying anything to get rid of them
Written Communication:
When you only have words to play with, you have to make them work for you.
Whether you are writing a letter, sending an email or even a text message by phone, attention to de
Written Communication:
When you only have words to play with, you have to make them work for you.
Whether you are writing a letter, sending an email or even a text message by phone, attention to de
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
tail is essential.
You never know who is going to see your written communication. It can always be used as evidence so you need to be clear, concise and correct.
Presentation speaks volumes and will go a long way to portraying the sort of company you are. Spelling, syntax, positioning of words all count.
Most import
You never know who is going to see your written communication. It can always be used as evidence so you need to be clear, concise and correct.
Presentation speaks volumes and will go a long way to portraying the sort of company you are. Spelling, syntax, positioning of words all count.
Most import
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ntly, make it a rule to reply as quickly as possible. Customers want a speedy response; at least, to their problem even if it takes a bit of time to sort out a solution. Days, even weeks, of silence will just make them more frustrated!
In Summary:
Successful organisations welcome complaints, because it usually
In Summary:
Successful organisations welcome complaints, because it usually
.
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
means that the customer wants to reach a resolve, they do not want to go elsewhere. Often, our efficiency in dealing promptly, sympathetically and fairly with a complaint will actually strengthen our relationship with the customer.
At the end of the day customers expect us to deliver the “Five Rights”:
The right pro
At the end of the day customers expect us to deliver the “Five Rights”:
The right pro
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
uct
At the right price
Delivered to the right place
At the right time
In the right way.
Not too much to ask for is it? In return we can expect their loyalty and repeat business but we must always work to earn the right to that business.
Copyright © 2006 Jonathan Farrington. All rights reserve
At the right price
Delivered to the right place
At the right time
In the right way.
Not too much to ask for is it? In return we can expect their loyalty and repeat business but we must always work to earn the right to that business.
Copyright © 2006 Jonathan Farrington. All rights reserve
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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