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Useful Advices - How To Build Influence Through Customer Service
As a consumer of all kinds of things, it’s rare that I receive exceptional service. That’s exactly why those moments are memorable for me -- they are different from the norm and pleasing at the same time. For this consumer (as, I would guess, for most), that’s a
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
n irresistible combination -- which means that it must be good for building relationships and for building business.
We know them when we see them: the attentive salesperson who is not like all of the others, the retail store clerk who really does care about sat
We know them when we see them: the attentive salesperson who is not like all of the others, the retail store clerk who really does care about sat
; 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
isfying our needs, the customer service representative who went above and beyond to help and others. And we talk about them!
In organizations, many are customers to internal service providers. Here too, there are often shining stars: those who gladly help us whe
In organizations, many are customers to internal service providers. Here too, there are often shining stars: those who gladly help us whe
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
n we are in need, those who openly collaborate and communicate and those with words of encouragement, empathy and ideas on a tough day. We talk about these people too!
As a customer, when we receive great service, we become accustomed to predictable, pleasant ou
As a customer, when we receive great service, we become accustomed to predictable, pleasant ou
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
comes. Our service provider benefits by developing a more positive, more productive business relationship. Something else very important is happening here in the form of a less obvious but highly valuable benefit for the service provider -- their influence incr
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
eases. Influence -- the ability to get others to do what you would like them to do, in the absence of direct authority -- stems from proactively doing things to develop positive, productive relationships. And providing great service is a way to do just that.
De
De
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
veloping influence is like putting money -- relationship capital -- in the bank. Your accounts will grow and grow as long as you continue to deliver quality service to others. This account is then available for withdrawals whenever you need it -- asking a custom
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
er to provide you with referrals, to have an idea of yours heard and implemented, to get you on the short list for that promotion you want or to get people from other departments to help you meet a tight deadline. The possibilities are endless when you have relat
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
onship capital in the bank.
How would you evaluate your own performance as a service provider? You might have the opportunity to serve external customers, internal customers or both on any given day. Another way to think about this question is to evaluate your
How would you evaluate your own performance as a service provider? You might have the opportunity to serve external customers, internal customers or both on any given day. Another way to think about this question is to evaluate your
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
ability to influence those you serve. Your influence and your relationship capital, in most cases, will vary directly with your level of service to others.
Now, let’s explore the dark side of the customer service bell curve.
Research shows that for each custome
Now, let’s explore the dark side of the customer service bell curve.
Research shows that for each custome
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
r who complains, there are up to 25 more who are dissatisfied but don’t bother to complain (this statistic can apply to both internal and external customers). In many cases, those 25 people simply go elsewhere to meet their needs -- it’s almost as if an invisible
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
plague hit the business, your relationship capital, and your ability to influence. On the other hand, if you satisfy those who complain, you have up to a 70 percent chance of winning back their confidence and all that comes with it. You also have a chance to lea
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
n how to improve your service, which will carry over to make the other 25 “non-complainers” more likely to stick with you. Learning to improve from customer complaints helps to retain all of your customers, not just the complainers.
Within a business, poor servi
Within a business, poor servi
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
ce to internal customers promotes an array or organizational ills and, in most cases, compromises levels of service for external customers -- the ones who pay the bills! If they are not promptly addressed, internal service problems often lead to decreased morale,
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
decreased productivity, higher levels of stress and longer cycle times. On an interpersonal level, poor service erodes relationships, reduces relationship capital, and decreases the provider’s influence.
Incredibly, poor service and all of its effects are a res
Incredibly, poor service and all of its effects are a res
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
ult of choice. Every day, we each make decisions about how we behave. Making a conscious choice to deliver excellent service to our customers -- internal and external -- is the first step. The ripple effects of this are widespread and highly positive, not the lea
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
t of which will be your increased ability to influence others. You will find yourself with better relationships, with a competitive advantage in terms of your career and with great feelings about yourself and what you’re doing.
Take some time to speak with your
Take some time to speak with your
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
customers to find out what they expect of you and what you can do to provide them with better service. Then, commit yourself to do something about it: create an action plan, develop service level measurements to stay on track, communicate openly with your custom
.
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
ers about your efforts. No doubt they’ll be thrilled but, more importantly, you’ll be taking the right steps to improve your own situation and your future prospects.
Once you’ve made the commitment and implemented a process to make it happen, you will have creat
Once you’ve made the commitment and implemented a process to make it happen, you will have creat
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
ed an atmosphere that will continually generate satisfied customers. You’ll find yourself on their list as a shining star and you’ll reap the benefits associated with relationship capital, influence and the satisfaction of knowing that you are making a difference
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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