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Useful Advices - Top Customer Service Speaker Shares His 10 Favorite Customer Service Lies
As a seasoned customer service consultant and occasional consumer watchdog, let me share my 10 favorite customer service LIES.
(1) Your call is important to us.
If this were true, companies would
(1) Your call is important to us.
If this were true, companies would
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
staff adequately and not discourage call volumes through daunting electronic menus, long waiting times, and incessant prodding to seek alternate help at web sites. It is precisely because calls are
; 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
UNIMPORTANT that they are handled so poorly.
(2) To assure the highest quality, your call may be monitored or recorded.
Though more companies are recording ALL calls, fewer are staffing adequately
(2) To assure the highest quality, your call may be monitored or recorded.
Though more companies are recording ALL calls, fewer are staffing adequately
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
to review enough conversations to have a positive impact on service quality. Recordings are made primarily to CONTROL reps and to keep customers docile, who are intimidated by the idea that their c
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
nversations might be flagged, replayed and ridiculed.
(3) “Sure, I’ll be happy to help you with that.”
Monitor the vocal TONE with which this line is heartlessly rendered. It almost always slopes
(3) “Sure, I’ll be happy to help you with that.”
Monitor the vocal TONE with which this line is heartlessly rendered. It almost always slopes
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ownward, indicating the rep is anything but happy in her job and in sharing that special moment with you.
(4) “I’ll only make an exception, ONCE!”
I heard this from a rep at a credit card company
(4) “I’ll only make an exception, ONCE!”
I heard this from a rep at a credit card company
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
who reluctantly waived a finance charge and late fee because her company doesn’t open its mail in a timely way. What are the odds I’ll ever speak to THAT REP again, when the bank has tens of thousan
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
s of drones on phones in countries all over the globe?
Plus, do you think they want to see me walk out the door over a measly few bucks? I doubt it, and when I need to get charges waived again, bel
Plus, do you think they want to see me walk out the door over a measly few bucks? I doubt it, and when I need to get charges waived again, bel
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ieve me, I WILL!
(5) “I’m Megan’s supervisor.”
This is one of the shameful little secrets in service. When you “escalate” a call, demanding a supervisor, in today's downsized workplace you might b
(5) “I’m Megan’s supervisor.”
This is one of the shameful little secrets in service. When you “escalate” a call, demanding a supervisor, in today's downsized workplace you might b
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
turned over to a PEER, who is PRETENDING to be a supervisor, just to appease you.
(6) “You’ll get faster service at our web site.”
Go to most web sites, submit an email, and you’ll see a responsi
(6) “You’ll get faster service at our web site.”
Go to most web sites, submit an email, and you’ll see a responsi
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
e message in your inbox acknowledging your submission and then informing you that your inquiry will be addressed in 24-48 hours. I think that’s just a wee bit longer than waiting in a phone cue, eve
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
n for a half hour, don’t you?
(7) Our customer service is award-winning!
Don’t believe this puffery. That award was probably bought and paid for, in all likelihood. Service departments everywhere
(7) Our customer service is award-winning!
Don’t believe this puffery. That award was probably bought and paid for, in all likelihood. Service departments everywhere
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
re signing up for bogus beauty contests and nearly every entry finds some little niche in which they can claim to be “exceptional.”
I like a famous survey company's “Initial Customer Satisfaction”
I like a famous survey company's “Initial Customer Satisfaction”
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
award for cars that dazzle buyers within the first 90 days of ownership, but could very well fall apart after that, yet still boast of this distinction in advertising.
(8) Our customers are NUMBER
(8) Our customers are NUMBER
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
NE!
Sadly, this just isn’t as true as it was in the days in which the slogan, “The customer is always right!” held sway. In today’s businesses, management is number one, stockholders are number tw
Sadly, this just isn’t as true as it was in the days in which the slogan, “The customer is always right!” held sway. In today’s businesses, management is number one, stockholders are number tw
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
, associates, including CSR’s are number three, and customers are DFL, which translates DEAD _ _ _ _ _ _ _ LAST!
(9) Your call will be answered in the order in which it came in.
Scream “Help! Help
(9) Your call will be answered in the order in which it came in.
Scream “Help! Help
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
! Help!” as the menu tells you “Say or touch ONE,” and see what happens. Many voice recognition systems can detect when customers are about to go nuclear, and you can advance in the cue if you just
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
efuse to go gently into that good night.
(10) “I’m sorry that happened.”
No you’re not. You’ve been trained to say these often shallow words because you’re not really going to FIX the underlying p
(10) “I’m sorry that happened.”
No you’re not. You’ve been trained to say these often shallow words because you’re not really going to FIX the underlying p
.
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
roblem. You simply want to lull customers to sleep
If you are sorry, tell management it needs to fix its products, deliver on its promises, and end the shameful practice of excuse-making.
If they
If you are sorry, tell management it needs to fix its products, deliver on its promises, and end the shameful practice of excuse-making.
If they
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
on’t heed your concerns about customer dissatisfaction, send a stronger message by quitting, citing the reason you’re doing so. Companies will have to pay attention when CSR’s refuse to lie for them
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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