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Useful Advices - Ten Secrets To Good Customer Service
On a daily basis, we are all customers but what is customer service? The Encarta Online Dictionary describes customer service as: "business department dealing with customers: a department of a business that deals with complaints from or disputes with customers, or that handles routine inquiries from call
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
ers." Two online quotations from Encarta’s Encyclopedia Reference File deserve repeating. They are: “The customer is always right,” and “Service is what the typical American businessman would do his best to render even if there weren’t a cop or preacher in sight.”
As consumers we've all experienced go
As consumers we've all experienced go
; 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
od and bad service. We’ve all encountered the repair shop maintenance person who didn't listen, repaired the wrong part and charged double. Many of us have encountered a sales person who was indifferent and gave poor quality service. In contrast, many of us have had positive experiences with employees
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
who went out their way and made our day. So, what can we do to receive better quality customer service?
I have found ten easy steps to achieve this goal. They are:
One, “You can catch more flies with honey than with vinegar!” By that I mean, being positive and humane with employees will help foster a
I have found ten easy steps to achieve this goal. They are:
One, “You can catch more flies with honey than with vinegar!” By that I mean, being positive and humane with employees will help foster a
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
climate of good customer service. Maintaining “eye contact” when speaking, helps the service employee to focus on our requests. When an employee gives me good service, I smile and say, “thank you.” When exceptionally good service has been given, I tell that person how pleased and satisfied I am with t
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
heir help. Sometimes a letter of "thanks" does wonders to inspire future good service and boosts the morale of the employees.
Two, know who you’re dealing with and have a good knowledge of services provided. If necessary, call your Better Business Bureau for a background check. This helps in all areas
Two, know who you’re dealing with and have a good knowledge of services provided. If necessary, call your Better Business Bureau for a background check. This helps in all areas
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
of business, particularly medical, when you need in-depth information about a doctor's background. For medical information on physicians, your state medical board can provide a wide range of resources such as how long the physician has been in practice, where he or she got their degree and if any malp
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
ractice suits are pending. Knowing as much as possible about services rendered can help you receive better service and may save your life! I know of one instance when a patient died at the hands of physician who was careless and didn't plan ahead. The patient's life might have been spared if a backgro
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
und check on the physician had been made.
State Medical Board information can be found from the webpage, Administrators in Medicine (AIM). In addition, from the WebPages "ST. MEDICINE" comes this helpful hint: "The Board can only verify if disciplinary action was taken against a doctor's license. To v
State Medical Board information can be found from the webpage, Administrators in Medicine (AIM). In addition, from the WebPages "ST. MEDICINE" comes this helpful hint: "The Board can only verify if disciplinary action was taken against a doctor's license. To v
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
erify malpractice suits you will need to contact the county courthouse in the area the doctor is practicing."
Another website that helps with general consumer information is: www.consumersearch.com. I found this in Woman's World in the Hot Website section.
Three, make up a list of questions before cal
Another website that helps with general consumer information is: www.consumersearch.com. I found this in Woman's World in the Hot Website section.
Three, make up a list of questions before cal
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ing for an appointment or seeking information. Having a list will give you confidence and help organize your thoughts. (There's nothing like calling or showing up for an appointment and fumbling for words. Some employees will take advantage of this and overlook your needs.)
Four, “Clothes make the man
Four, “Clothes make the man
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
…and woman!” When a customer walks in dressed haphazardly and is rude, that person is often given sloppy service; whereas a man or woman who walks in dressed well with a calm demeanor is often treated professionally and with respect. Dressing appropriately shouts to the employee, “This person looks goo
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
d and is ready for business!"
Five, be aware that many businesses, professional and non, have downsized in large numbers. Remaining employees are working twice as hard for the same pay and often see the customer as the “enemy.” Short tempers and fatigue will often render these employees negative and in
Five, be aware that many businesses, professional and non, have downsized in large numbers. Remaining employees are working twice as hard for the same pay and often see the customer as the “enemy.” Short tempers and fatigue will often render these employees negative and in
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
different. Remember, they are only human and have good and bad days.
Six, be one time and bring necessary information and cards with you. Nothing is more frustrating to an employee than a customer who is habitually late and doesn’t have the required documents.
Seven, never make or keep appointments
Six, be one time and bring necessary information and cards with you. Nothing is more frustrating to an employee than a customer who is habitually late and doesn’t have the required documents.
Seven, never make or keep appointments
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
on Mondays or Fridays. On Mondays employees are just getting over the weekend and their minds are still on fun. Fridays are problematic because many employees are preparing for the weekend and their thoughts are on what to do and where to go. When possible, call Tuesday-Thursday and call in the morning
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
. Employees are usually fresh in the morning and are more cooperative and positive.
Eight, when you have a complaint or need to exchange an item, courtesy and patience works wonders. Again, maintain eye contact with the employee and speak slowly and clearly. Remember to bring your receipt when exchang
Eight, when you have a complaint or need to exchange an item, courtesy and patience works wonders. Again, maintain eye contact with the employee and speak slowly and clearly. Remember to bring your receipt when exchang
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
ing an item. If a complaint needs to be made, ask to speak with the manager. If the manager is not available, ask to speak with someone else in charge. Speaking with a low-ranking employee will get you nowhere; they simply do not have the authority or insight to help. Try and remember the offender's
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
name for reference later. A well-written letter to the manager with pertinent information of the event, will bring satisfying results.
Nine, smile! Smiling will open doors of information, help, referral and assistance. Time after time I have noticed that when I smile, most of my requests are taken care
Nine, smile! Smiling will open doors of information, help, referral and assistance. Time after time I have noticed that when I smile, most of my requests are taken care
.
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
of quickly and professionally. Not only do I get better service but also smiling makes them and me feel good!
Ten, communicate! Whether you’re on the phone or talking in person with an employee, serviceman or physician, be sure and communicate well. Speak slowly, clearly, concisely and calmly your ne
Ten, communicate! Whether you’re on the phone or talking in person with an employee, serviceman or physician, be sure and communicate well. Speak slowly, clearly, concisely and calmly your ne
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
eds. Then, listen to their reply! So many errors of service happen when we or the employee don’t listen.
Don't let poor customer service dampen your day! Turn that negative service into positive. Smile, be prepared, be patient and above all communicate! You'll be happy and satisfied with the results
Don't let poor customer service dampen your day! Turn that negative service into positive. Smile, be prepared, be patient and above all communicate! You'll be happy and satisfied with the results
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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