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Main Subject - Effective Ways to Handle Complaints and Keep Customers Happy
Our DSL service was supposed to be up and running a couple of days after we moved into our new house. Three weeks later, I was still trying to figure out what had gone wrong. I spent hours on the phone, waiting for people to “look u
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
p my account” and “talk to their supervisor.” Turns out, someone had mysteriously cancelled my order. How did that happen? No one knew, but everyone I spoke to was “very sorry for your inconvenience,” and assured me he “would get t
; 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
o the bottom of this and get it resolved.” To this day, I have no idea what happened, or why it took so long to get my complaint resolved.
After spending nearly a month on the phone, getting bounced from one department to another, o
After spending nearly a month on the phone, getting bounced from one department to another, o
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ur DSL service miraculously appeared! Several days later, I received a call from my provider, the first time they had called me. A recorded voice said that the provider hoped my service was working well, and to let them know if I ha
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
d any questions about my service.
Maybe multi-billion dollar telecommunications companies can get away with mishandling customer complaints. Most businesses can’t. In fact, a recent study showed that the second most frequently stat
Maybe multi-billion dollar telecommunications companies can get away with mishandling customer complaints. Most businesses can’t. In fact, a recent study showed that the second most frequently stat
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ed reasons customers leave a company is that the company didn’t handle their complaints well. (The company’s disinterest in its customers came in first, but that’s the next article.)
Another study says that it costs five times more
Another study says that it costs five times more
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
to reach a new customer that to keep a current one. So it makes sense that we can increase profits by keeping customers happy with better complaint handling. It’s never easy to hear that your shipping department messed up, or that o
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
ne of your widgets is defective. But every complaint is a turning point for your company and that customer. Handle it right and the customer becomes one of your biggest fans, spreading the word about your superior customer service.
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
Handle it badly and they may leave, and most likely they will tell everyone they know how terrible you are.
How can you turn customer complaints into an opportunity for your company to shine? Here are a few tips:
1) Fix the probl
How can you turn customer complaints into an opportunity for your company to shine? Here are a few tips:
1) Fix the probl
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
em quickly. Often it doesn’t really matter that you get to the root of what happened, especially if it delays solving the problem for the customer. Find out what’s wrong, rectify it, then figure out what happened. Your customer wil
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
l appreciate the customer-first approach.
2) Apologize without qualification. Never use “I’m sorry, but…” As in, “I’m sorry, but UPS must have broken it,” or, I’m sorry, but maybe you didn’t use the part correctly.” Most customer
2) Apologize without qualification. Never use “I’m sorry, but…” As in, “I’m sorry, but UPS must have broken it,” or, I’m sorry, but maybe you didn’t use the part correctly.” Most customer
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
s aren’t that concerned with the internal workings that caused a mistake. They want an apology and a solution. Your company should be prepared with both.
3) Empower your employees to fix problems. Few things are more irritating t
3) Empower your employees to fix problems. Few things are more irritating t
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
han being put on hold while someone finds a supervisor, the only one who is authorized to resolve customer complaints. Great companies empower everyone who deals with customers to solve problems.
4) Returned products are a silent f
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
orm of complaint. If a customer returns a product, something is wrong. Your company needs to find out what happened. Were they confused about what to order? Was the product defective? Did their needs change? Was the product mor
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
e expensive than they realized? Whatever the problem, you can only help them solve it if you find out what it is!
5) Encourage complaints. Many times, an unhappy customer doesn’t let you know. They may not want to hurt your feeli
5) Encourage complaints. Many times, an unhappy customer doesn’t let you know. They may not want to hurt your feeli
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
ngs. They may feel that nothing good will come from complaining. Your company needs to make it clear that you want to hear when your customers aren’t happy. Make sure that all of your people tune in to hear even the slightest bit o
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
f dissatisfaction from your customers.
6) Develop a “no-fault” culture within your company. Your people will not want to solve a customer’s problem if they believe someone will be punished for making a mistake. Instead, adopt the
6) Develop a “no-fault” culture within your company. Your people will not want to solve a customer’s problem if they believe someone will be punished for making a mistake. Instead, adopt the
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
attitude that accidents happen, and the company cares more about making customers happy than chastising people who make mistakes.
7) Follow up! It’s so easy to make sure the complaining customer is now satisfied. But very few comp
7) Follow up! It’s so easy to make sure the complaining customer is now satisfied. But very few comp
.
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
anies take time to do it. A personal touch is best: a phone call, or a handwritten note will do wonders for your company’s reputation. I’m not a fan of pre-recorded phone messages. They seem really cold and distant to me. But, I’l
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
l leave that up to you.
Taking care of an angry customer is not a lot of fun. But, it can be very profitable. Any company that implements these 7 tips will find that many of their biggest complainers turn into their most vocal fans
Taking care of an angry customer is not a lot of fun. But, it can be very profitable. Any company that implements these 7 tips will find that many of their biggest complainers turn into their most vocal fans
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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