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Useful Advices - What Are You Measuring your Customer Service Department With? 7 Things to Look For
I have been thinking about what makes a really great Customer Service experience and I have narrowed it down to about 7 things that make or break Excellent Customer Service Personnel.
This list is based on my own observations, travels and experiences. When I have good or bad encounters, I try to write down what I liked or disliked. I use those
This list is based on my own observations, travels and experiences. When I have good or bad encounters, I try to write down what I liked or disliked. I use those
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
notes to write about what I have observed.
If you are a responsible for the Customer Service in your organization, you might get into the habit of taking notes wherever you go. You can then use them to train your personnel, or make changes to your own company mission statement or vision.
You might even send your Customer Service representati
If you are a responsible for the Customer Service in your organization, you might get into the habit of taking notes wherever you go. You can then use them to train your personnel, or make changes to your own company mission statement or vision.
You might even send your Customer Service representati
; 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
es to places that have exceptionally good or bad service so that they might see for themselves and understand what the difference is between good and GREAT!
So here is a list of 7 things that you might want to take a look at if you are interested in developing better Customer Service.
1. Are your personnel friendly? I don’t mean the “fake” fr
So here is a list of 7 things that you might want to take a look at if you are interested in developing better Customer Service.
1. Are your personnel friendly? I don’t mean the “fake” fr
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
endly or the “work” friendly, I mean genuinely friendly. You could start by asking yourself “Would I want to spend time with them if they were not team members or employees?”
Does their personality match the position in which they are working? There are certain things to look for like do they smile with their eyes when greeting someone? Is the
Does their personality match the position in which they are working? There are certain things to look for like do they smile with their eyes when greeting someone? Is the
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
r demeanor on the phone the same as it is in person? Are they frequently surrounded by the smiling faces of customers and co-workers? Do they receive unsolicited compliments, cards and letters thanking them for their service?
Would they be the first one to eat if you were stranded on a desert island? If you answered yes to that question, why a
Would they be the first one to eat if you were stranded on a desert island? If you answered yes to that question, why a
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
re they working in your Customer Service Department?
Do you use personality profiles in your employment screening process? You might want to consider implementing a personality profile test so that you don’t end up with a “thinker” type personality in a “touchy-feely” type position. You might want to have everyone take one now to see if there
Do you use personality profiles in your employment screening process? You might want to consider implementing a personality profile test so that you don’t end up with a “thinker” type personality in a “touchy-feely” type position. You might want to have everyone take one now to see if there
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
re some obvious mismatches.
2. Do they have excellent communications skills? If not, what are you doing to improve it? Are you offering classes, lunch and learn, or reimbursement for tuition at a local college?
If English is their second language, are you encouraging them to expand their skills by stimulating their pay package with incentives
2. Do they have excellent communications skills? If not, what are you doing to improve it? Are you offering classes, lunch and learn, or reimbursement for tuition at a local college?
If English is their second language, are you encouraging them to expand their skills by stimulating their pay package with incentives
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
(I used stimulating on purpose. Who wouldn’t want a stimulating pay package?)
And how about speaking skills? Why not pay for a membership in Toastmasters? Better yet, start a Toastmasters club at work. What better way to grow and develop speaking skills!
3. Do they go out of the way to help a Customer?
Let me give you an example. I was in a
And how about speaking skills? Why not pay for a membership in Toastmasters? Better yet, start a Toastmasters club at work. What better way to grow and develop speaking skills!
3. Do they go out of the way to help a Customer?
Let me give you an example. I was in a
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
hotel conducting a seminar, and was expecting a fax. I was walking down the hallway in the direction I thought I should be going, when I passed one of the hotel employees pushing a cart loaded with boxes.
He noticed my somewhat puzzled look, and stopped what he was doing. He asked me how he might help and then escorted me to the correct offic
He noticed my somewhat puzzled look, and stopped what he was doing. He asked me how he might help and then escorted me to the correct offic
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
e, and even looked for the fax.
That is genuine friendliness, concern and training all rolled into one. Now some of you are saying, “Oh sure, big fancy hotel” blah, blah, blah. Be quiet Schleprock.
It was not a big fancy hotel at all, I wasn’t even a guest, and he had no idea who I was or what I was doing there. I just happened to be one pe
That is genuine friendliness, concern and training all rolled into one. Now some of you are saying, “Oh sure, big fancy hotel” blah, blah, blah. Be quiet Schleprock.
It was not a big fancy hotel at all, I wasn’t even a guest, and he had no idea who I was or what I was doing there. I just happened to be one pe
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
son riding the same merry-go-round on the same day as him. Do your personnel stop what they are doing to help the Customer?
And do they understand WHY they do it?
4. Do they listen completely and without judgment and reservation? Have they been trained in Assertiveness skills? Dynamic Listening? Memory?
Do they let the Customer finish or do
And do they understand WHY they do it?
4. Do they listen completely and without judgment and reservation? Have they been trained in Assertiveness skills? Dynamic Listening? Memory?
Do they let the Customer finish or do
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
hey interrupt? There is a reason we are born with one mouth and two ears. We cannot provide a service, sell a product, be good stewards of our company and move forward with Company Goals or anything else if we are not listening to what the Customer wants and needs.
And it is a skill that is trainable. You cannot train intelligence or personali
And it is a skill that is trainable. You cannot train intelligence or personali
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
y. You can train someone to listen.
5. Do they respond to Customers requests in a timely fashion? Do they acknowledge that the Customers time is more important than their own? Anytime you save a Customer time or money, you win them over. Let me give you an example.
In my days as a service advisor, I had a Customer come in that I promised I
5. Do they respond to Customers requests in a timely fashion? Do they acknowledge that the Customers time is more important than their own? Anytime you save a Customer time or money, you win them over. Let me give you an example.
In my days as a service advisor, I had a Customer come in that I promised I
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
would personally take care of her situation. I told her I would arrange for a courtesy shuttle for her to be brought back to the dealership when her vehicle was ready. I got everything 99% right. It was the 1% that killed her experience. I made sure the vehicle was completed, the paperwork ready, got the shuttle to pick her up, I was home free
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
right!
WRONG!
When she arrived, her vehicle was still being washed. It was a particularly busy day and it took an additional 15-20 minutes for her vehicle to be brought up.
It may not sound like a big deal, however, 15-20 minutes to a person who has responsibilities to other people like children at school, parents who need medications at hom
WRONG!
When she arrived, her vehicle was still being washed. It was a particularly busy day and it took an additional 15-20 minutes for her vehicle to be brought up.
It may not sound like a big deal, however, 15-20 minutes to a person who has responsibilities to other people like children at school, parents who need medications at hom
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
or people who have tight schedules, 15-20 minutes turns into 30 minutes lost that turns into hours at the end of the day.
She let me know that her time was valuable and if I sent the shuttle to pick her up, her car had better be ready. Not almost ready.
I never forgot the lesson “Customer time is more important than mine.”
6. Do they follow
She let me know that her time was valuable and if I sent the shuttle to pick her up, her car had better be ready. Not almost ready.
I never forgot the lesson “Customer time is more important than mine.”
6. Do they follow
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
up on Customer requests without prompting? Without an additional phone call or reminder?
We all forget things from time to time. With Customers however, you might want to write everything down. I am at an age that if I don’t write it down it does not get done.
When I am dealing with a Customers concern, everything is written. I have a much be
We all forget things from time to time. With Customers however, you might want to write everything down. I am at an age that if I don’t write it down it does not get done.
When I am dealing with a Customers concern, everything is written. I have a much be
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
tter chance of completing the list of tasks if I have taken the time to document it.
When I follow up without the Customer calling me back it makes them feel like they received value and personal service.
If they have to call you back, they feel like they are being ignored or worse, ripped off.
7. Do you have goals? Are they published for al
When I follow up without the Customer calling me back it makes them feel like they received value and personal service.
If they have to call you back, they feel like they are being ignored or worse, ripped off.
7. Do you have goals? Are they published for al
.
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
to see? Are they updated to reflect changing circumstances in your business?
When is the last time you reviewed the “Big Picture?” Do you involve the personnel in developing those goals? Are they helpers in the decision or just “following orders?”
Without clear measurable goals it’s hard to have everyone on the same “sheet of music.”
And wh
When is the last time you reviewed the “Big Picture?” Do you involve the personnel in developing those goals? Are they helpers in the decision or just “following orders?”
Without clear measurable goals it’s hard to have everyone on the same “sheet of music.”
And wh
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
n you hit those goals, do you have a big “WOOHOO” for all involved? Have a Party, lunch, bonus award, whatever it takes to keep the people focused on the vision and working towards the same end.
There you go. A good list to help you measure and fine tune your Customer Service Department.
Now can someone help me find the right merry-go-round
There you go. A good list to help you measure and fine tune your Customer Service Department.
Now can someone help me find the right merry-go-round
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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