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Main Subject - Customer Satisfaction Issue? How to Avoid Damaging Your Client Rapport
Salespeople often feel squeezed between two masters, the company they work for and the customer they need to get them paid and refer new business to them. Master salespeople re
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
cognize that they are in the customer service business before they are in the selling business. They also realize that ongoing rapport with their customers is critical. The squ
; 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
eze comes when a customer satisfaction problem arises. Here is the best way to protect your relationship when you have a customer satisfaction issue.
Perception is eve
Perception is eve
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ything for your customer. Therefore you must never be seen as acting in a way that is counter to your customer's needs. This means the customer must never
5- Try to determine if the complaint has genuine merit.
6- If so, do whatever you are authorized to do to resolve the issue as promptly as 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
see you siding with your company against him or her.
By this I mean, you must avoid confrontation at all costs. But what if the client is wrong? As a salesperson that is not
By this I mean, you must avoid confrontation at all costs. But what if the client is wrong? As a salesperson that is not
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
your concern. Let me explain. If you choose to openly take the company side, you will lose.
Everyday salespeople make the fatal mistake of arguing with customers and quoting <
Everyday salespeople make the fatal mistake of arguing with customers and quoting <
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
trong>"company policy" which has the sole purpose of protecting the company's assets. These policies have virtually nothing to do with customer service.
If you have a
If you have a
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 satisfaction issue, here are the most effective steps to take.
1- Listen actively to the customer's concern without comment.
2- Take Notes,
1- Listen actively to the customer's concern without comment.
2- Take Notes,
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
/strong>particularly if the issue is complex.
3- Review and feedback so that the customer will realize that you have understood the problem a
3- Review and feedback so that the customer will realize that you have understood the problem 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
ccurately (from the customer's point of view).
4- Express empathy and understanding by acknowledging the customer's complaint and how the customer is feeling.
4- Express empathy and understanding by acknowledging the customer's complaint and how the customer is feeling.
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
5- Try to determine if the complaint has genuine merit.
6- If so, do whatever you are authorized to do to resolve the issue as promptly as 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
ssible.
7- Question the customer as to what he or she would like done to resolve the issue to their satisfaction.
8- Defer, Defer
7- Question the customer as to what he or she would like done to resolve the issue to their satisfaction.
8- Defer, Defer
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
rong>, Defer to a higher power in any case where the solution to the customer's concern is beyond your authority to resolve. In doing so, alwa
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
ys appear to take the customer's side.
9- Never quote "company policy" as a reason why you or your company will not resolve a problem.
Let's face it, there a
9- Never quote "company policy" as a reason why you or your company will not resolve a problem.
Let's face it, there a
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 unfounded complaints and occasional customers who will try to take advantage of you and your company. Wherever a successful resolution for the customer is not possible, the r
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
sponsibility to deliver that news should always rest with the customer service department, if your company has one. Or failing that, with your manager or superior. After all, t
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
ey are paid to do that.
The key to maintaining your rapport with your customer is to always remain in your customer's corner, so to speak. Leave the job of defending "company
The key to maintaining your rapport with your customer is to always remain in your customer's corner, so to speak. Leave the job of defending "company
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
policy" to those in higher authority. Understand that in most organizations, the Customer Service Department should be, more appropriately called, the "Company Service
.
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
epartment" since it is their function to look after the company's needs. Most do that job very well.
As a master salesperson, you must look after the needs of your cl
As a master salesperson, you must look after the needs of your cl
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
ent and yourself. Even if management cannot satisfy the customer, if you follow this strategy, your relationship with your client should stay intact and may actually strengthen
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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