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Useful Advices - No One Answers The Phone But The Sales Department
I am writing this column prompted by a recent column in USA Today concerning the difficulty in getting to a live person when experiencing service troubles. The writer gave examples of some national companies that were difficult, if not impossib
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
le, to get to if one needed to speak with a live person for help.
I laughed as I read the article knowing full well that here in the Mid-South, land of hospitality and assistance, this was not the case. I knew that my local providers put empha
I laughed as I read the article knowing full well that here in the Mid-South, land of hospitality and assistance, this was not the case. I knew that my local providers put empha
; 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
sis on customer service and support. Ease of solutions was the southern way, I thought.
I also knew that, utilizing my own technical wisdom and knowledge, I would never purchase a product or service from a company that made it difficult to spe
I also knew that, utilizing my own technical wisdom and knowledge, I would never purchase a product or service from a company that made it difficult to spe
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ak to someone who would help me. My life was exempt from delays in getting help due to automated attendants and answering devices standing between help and me.
Wrong.
I made a list of the important products and services that I use every day in
Wrong.
I made a list of the important products and services that I use every day in
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
work and at home. These include my local telephone service, long distance, wireless provider, PC hardware and software support, Direct TV, cable TV (yep…I’ve got both. I’ll tell you why later), broadband Internet service, banking, and utilitie
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
s. I then expanded the list to include my doctor, local hospital, hair salon (are there any barbers left?), my attorney, my CPA, and my dentist.
I then decided that I would call each of these customer service locations or main numbers and see
I then decided that I would call each of these customer service locations or main numbers and see
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
how long it took to get “real-person” assistance.
That was the beginning of a bad day.
Calls to each of these companies resulted in the following findings:
1) The only companies with live operators answering the phones were my dentist and att
That was the beginning of a bad day.
Calls to each of these companies resulted in the following findings:
1) The only companies with live operators answering the phones were my dentist and att
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
orney, neither of whom I particularly enjoy calling.
2)T wo of these companies never allowed me to even talk to the auto attendant (busy signals).
3) One company, after taking me through the loop of options, gave me the option of talking to
2)T wo of these companies never allowed me to even talk to the auto attendant (busy signals).
3) One company, after taking me through the loop of options, gave me the option of talking to
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
a customer
service rep. When I opted for that, I began the loop over.
3) I waited THIRTY MINUTES to speak to a live rep with one of these companies.
4) There is no such company as Microsoft.
This exercise was a real eye-opener and left me
service rep. When I opted for that, I began the loop over.
3) I waited THIRTY MINUTES to speak to a live rep with one of these companies.
4) There is no such company as Microsoft.
This exercise was a real eye-opener and left me
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
with these conclusions:
1) I will buy a new PC before I call for assistance for hardware. Messrs. Hewlett and Packard have obviously left the building. My PC is groaning and making noises like my uncle in Lexington. I can’t get anyone to talk
1) I will buy a new PC before I call for assistance for hardware. Messrs. Hewlett and Packard have obviously left the building. My PC is groaning and making noises like my uncle in Lexington. I can’t get anyone to talk
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
to and am currently looking for a new PC which comes with a nerd in a box who will set it up for me and transfer all the stuff on this one to the new one.
2) Buy stock now in AT&T. They have a great deal for $4.95 and then a seven cents a minu
2) Buy stock now in AT&T. They have a great deal for $4.95 and then a seven cents a minu
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
te for long distance. That deal in itself is not so good, but the reason it makes sense as an investor is that once a customer is on it, you can’t get off! I’ve tried for months to call the number on my phone bill to get it changed, but every
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
time I call, I wait about twenty or thirty minutes and figure it’s not worth the $4.95 and hang up (my late Father would spin over if he knew I were so cavalier about the money, but it is ridiculous).
3) My hair salon is covered with mostly fem
3) My hair salon is covered with mostly fem
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
ale employees, many of whom are doing nothing except looking at themselves often during the day. Why can’t they put a mirror with the main phone and let some of these folks watch themselves and answer calls instead of listening to a recording t
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
o set an appointment?
4) My local hospital’s recording told me to call another number if this were an emergency. Thanks. (They also listed their barbershop above their main listed telephone number in the directory…I might try them out).
5)
4) My local hospital’s recording told me to call another number if this were an emergency. Thanks. (They also listed their barbershop above their main listed telephone number in the directory…I might try them out).
5)
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
I have cable TV as a result of not being able to get local channels when I first got Direct TV. I never want to call Direct TV again and will move to another house before I’ll report a call to them.
6) If anyone can find a Microsoft number, pl
6) If anyone can find a Microsoft number, pl
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
ease let me know.
Occasionally, during this exercise, I would finally speak to a real customer service rep. I noticed that they sounded suspiciously alike, which makes me believe all of these companies forward the live calls to one guy who ans
Occasionally, during this exercise, I would finally speak to a real customer service rep. I noticed that they sounded suspiciously alike, which makes me believe all of these companies forward the live calls to one guy who ans
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
wers for all these companies.
I also learned that there is an insurance company in town who, when listening to your recorded customer service options says “to hear the train, press seven” and it plays a train noise. They used to say “to hear t
I also learned that there is an insurance company in town who, when listening to your recorded customer service options says “to hear the train, press seven” and it plays a train noise. They used to say “to hear t
.
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
he duck, press seven” and a duck quacked, but apparently they got so much traffic, they took it off. Out of respect for them, I am not mentioning their name, but this is true.
By the way, try to connect to the sales department for any of these
By the way, try to connect to the sales department for any of these
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
firms and notice how quickly you’ll get through.
I am closing with a plea for corporate managers to call your own customer service departments and listen to what your customers are hearing. For most of you, this will take some time…be patient
I am closing with a plea for corporate managers to call your own customer service departments and listen to what your customers are hearing. For most of you, this will take some time…be patient
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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