Main Subject - Business

When was the last time you had to deal with a difficult customer? It was probably and external customer but perhaps it was an internal customer, such as a member of your team,

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

a colleague or even - your boss!

I'm sure that you always want to provide exceptional service to both your internal and external customers. However, in the real world, things g

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

wrong and mistakes are made. These "customers" will often judge your level of service based on how you respond to a mistake. Do it well and they'll probably forgive you and p

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

ssibly even say positive things about your business or your abilities to other people.

The important thing to realise when dealing with an upset customer, be they internal or

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

xternal, is that you must - deal with their feelings, then deal with their problem. Upset customers are liable to have strong feelings when you, your product or service lets th

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

m down and they'll probably want to "dump" these feeling on you.

You don't deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action

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

ideas that deal with the customers' human needs:

1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customer

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

may make disparaging and emotional remarks - don't rise to the bait.

2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you car

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

and that you're interested in their problem.

3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often

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

have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

in a difficult situation).

4 - Empathise - Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the cus

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

omer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere a

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

d they'll feel patronised.

Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it ei

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

her when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they beli

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

eve it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realise that you're a reasonable and caring person.

If th

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

y do, then continue empathising and tell the customer what you'll do about the situation. "I'll report this to my manager" or "I'll do my best to ensure it doesn't happen in th

.

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

future".

Make no mistake about it; customers, be they internal or external, are primarily driven by their emotions. It's therefore important to use human responses in any int

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

raction particularly when a customer is upset or angry. If customers like you and feel that you care, then they're more likely to accept what you say and forgive your mistakes

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.mainsubjects.org.ua/article/15471/mainsubjects-5-Action-Ideas-to-Deal-with-Difficult-People.html">5 Action Ideas to Deal with Difficult People</a>

BB link (for phorums):
[url=http://www.mainsubjects.org.ua/article/15471/mainsubjects-5-Action-Ideas-to-Deal-with-Difficult-People.html]5 Action Ideas to Deal with Difficult People[/url]

Your ability to communicate is one of the most important skills you can develop to get on to the fast track in your career. The way you talk and the way you write determines how the market and your company judge you. Acadia Communications recently surveyed over 75 managers and recruiters and confirmed that although most people think they are great communicators, they are not. And their careers are suffering because of it. This article will give you strategies that are guaranteed to turn you into a top-notch verbal communicator.

So many businesses need to ramp up their customer service efforts. They believe that their customer service is top notched, but that is not what the customers say. This false belief and arrogant thought process can kill any business. Failure to look around, survey customers, correct problems and give customers what they want is very common.

Tags

Links

Main Subject - 5 Action Ideas to Deal with Difficult People

Related Articles: