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Main Subject - Customer Service Training Tips: 5 Simple Steps to a MAGIC Facilitation
As a customer service trainer I teach associates how to use the Five Steps of MAGIC (Make A Great Impression on the Customer) to create an exceptional customer experience. But do your customers—program participants—leave your training programs feeling as though they had an exceptional learning experience?
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
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Apply these five simple steps to your own customer service training program—you may find this will leave them wanting to come back for more.
Step 1 Make a Connection: The earlier on in the course you can make a connection with each individual participant; the more engaged he or she will be in
Step 1 Make a Connection: The earlier on in the course you can make a connection with each individual participant; the more engaged he or she will be in
; 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
the learning. A connection helps to build trust between you and the participant and lowers any resistance to the customer service training he may have. Here are a few examples of how you can do this:
- Greet each participant as they walk through the door
- Speak clearly and slowly, with an up
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
eat tone
Shake hands and smile
Ask for (and use) their name as soon as you hear it
Listen for concerns they may have and respond to them with empathy and appreciation for their attendance
Connect on a personal level by looking for things you have in common with individual p
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
rticipants
You can also connect with participants by using the physical environment to create excitement around the learning. Consider playing music that is stirring and energetic, post inspirational quotes on colorful flipcharts around the room, or create name cards with colorful markers.
You can also connect with participants by using the physical environment to create excitement around the learning. Consider playing music that is stirring and energetic, post inspirational quotes on colorful flipcharts around the room, or create name cards with colorful markers.
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
By making a connection early on, participants will feel more at ease and open to learning.
Step 2 Act Positively: As a trainer, you are there to help the participants. Demonstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the parti
Step 2 Act Positively: As a trainer, you are there to help the participants. Demonstrate this through your words and tone. Focus on the benefits of the training, to them and to their company. If the parti
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
cipant perceives that you regard him as important, he will be more interested, engaged, and involved in the training. Here are some ideas on how you can create a positive atmosphere:
- Use examples of how the learning will increase their ability to do their job
- Relate the importance of t
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
e training to the goals of the company/organization
Encourage participation – be open to new ideas and questions
Be courteous – use “please” when asking for information and “thank you” when participants answer questions or make a contribution to the group
Remain calm no matter wh
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
t the circumstance is in your session
Remember, you set the tone for the room – make it a positive one.
Step 3 Get to the Heart of the Matter: Show participants that you truly understand their concerns. Do so by covering material that relates to their specific situations. Use examp
Remember, you set the tone for the room – make it a positive one.
Step 3 Get to the Heart of the Matter: Show participants that you truly understand their concerns. Do so by covering material that relates to their specific situations. Use examp
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
es, scenarios, and role plays. Allow participants to practice while you listen and coach them. Adults learn by doing. Allowing them to apply the principles while receiving immediate feedback will increase the likelihood that they will be able to transfer the skills to on-the-job performance. Also be sure to:
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
br>
- Ask open ended questions to engage your learners at more complex levels and to get to the route of their challenges
- Avoid tragic phrases, slang, and trainer jargon such as ‘instructional procedure,' 'deliverable,' 'process orientation,' 'paradigm,' etc.
- If you need to interrupt a p
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
articipant, do so politely and be sure to give the reason
Work with the participant, not against him or her – let the participant know that his/her learning is your only agenda
Making the learning personal and relevant to each individual participant's needs will keep them engaged and he
Making the learning personal and relevant to each individual participant's needs will keep them engaged and he
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
ghten their ability to retain and apply the learning.
Step 4 Interpret the Facts: A part of being a good facilitator is reading the room and paying attention to subtle cues, body language, and tone. Take accountability for the learning experience. It is your job to teach at the right pace, to en
Step 4 Interpret the Facts: A part of being a good facilitator is reading the room and paying attention to subtle cues, body language, and tone. Take accountability for the learning experience. It is your job to teach at the right pace, to en
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
ourage participants, and to inspire confidence so they may apply the learning back at the office. Demonstrate your responsibility and accountability. Here are a few ways you can do this:
- Use MAGIC phrases to give participants security and confidence to achieve objectives
- Be knowledgea
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
le and accurate – show you are comfortable and confident with the course material and the participants will feel more comfortable and confident
Be proactive and set deadlines – let participants know when breaks are and when each day ends, and let them know if any follow up is planned and give specific da
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
es for next steps
Maintain an appropriate pace – be aware of the learning styles and learning curve for each of your participants
Summarize lessons – remind participants of key points in each lesson and conduct reviews
By interpreting the facts you show participants that you ar
By interpreting the facts you show participants that you ar
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 taking accountability for their learning and they leave with the confidence they need to succeed.
Step 5 Close Professionally: Allow participants to leave the training experience feeling respected and upbeat. This is the opportunity to create a lasting impression with them. Here are some small
Step 5 Close Professionally: Allow participants to leave the training experience feeling respected and upbeat. This is the opportunity to create a lasting impression with them. Here are some small
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
but powerful things you can do to close with a touch of MAGIC:
- Get participant agreement on all next steps
- Use the participant's name at the end of the session
- With a sincere tone, close with a MAGIC phrase for each participant letting them know they are appreciated
.
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
>Shake hands as they leave
Once all participants have left, internally reflect on the program. Did you conduct the session professionally? Are participants better able to perform their jobs as a result of their interaction with you?
Your Class Participants Are Your Customers
In every situation, MAGIC is an attitude that is reflected in the choices we make when communicating with others. As a facilitator, you can model MAGIC in every customer service training program you conduct. And when you do, your actions speak for themselves and your customers will want to come back for more
Once all participants have left, internally reflect on the program. Did you conduct the session professionally? Are participants better able to perform their jobs as a result of their interaction with you?
Your Class Participants Are Your Customers
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
In every situation, MAGIC is an attitude that is reflected in the choices we make when communicating with others. As a facilitator, you can model MAGIC in every customer service training program you conduct. And when you do, your actions speak for themselves and your customers will want to come back for more
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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