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Useful Advices - Customer Service That Delights and Delivers Loyal Customers For Improved Bottom Line Results
This past week I had the incredible opportunity to experience first hand customer service that delighted and delivered loyal customers as well as just the opposite.
Delightful Custo
Delightful Custo
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
mer Service Experience
Since I do a lot of traveling between my office and clients within the Chicago metropolitan area, I spend a lot of money at gas stations and hence I am alway
Since I do a lot of traveling between my office and clients within the Chicago metropolitan area, I spend a lot of money at gas stations and hence I am alway
; 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
s trying to save a few cents. At one Interstate intersection, there is one station that is convenient as it is on the same side of the street and an easy in-out. However, this station
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
s always several cents to a dime more than the one on the other side of the overpass.
Time was short and so I stopped in this national gasoline store to purchase fuel. Before I left,
Time was short and so I stopped in this national gasoline store to purchase fuel. Before I left,
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
I went inside to the convenience store to buy a soft drink. The dispenser was not functioning properly on my favorite diet soda so I took the other diet drink.
When I went to pay for
When I went to pay for
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
the drink, I nicely told the cashier, Toya, that the one dispenser was not working correctly and they may wish to fix it. She immediately apologized, gave me my drink free and then han
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
ed me a card for another free drink at a later time. I told her that I was more than willing to pay for the cola, but she said No, because the one I had wasn’t the one I wanted.
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
Toya continued to express to me that my satisfaction is important because my patronage pays her salary and she wanted me to come back. Wow, does this lady understand the bottom li
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ne or what? I asked her if this was part of her customer service training or was she always so customer servic
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
focused? She said that she is always like this because she truly appreciates every customer who walks through the doors. I thanked her and walked to my car thinking that the couple o
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
f cents I pay more for this fuel was worth it.
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national c
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national c
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
hain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the nu
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
ber was for this hotel’s geographic location. After waiting several minutes, I finally reached a reservation’s person. This lady was polite, but sounded like she was speaking to a dead
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
fish. And I was the dead fish!
I had to repeat information to her several times before I could learn if any rooms were available. When room availability was confirmed, I asked physica
I had to repeat information to her several times before I could learn if any rooms were available. When room availability was confirmed, I asked physica
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
lly if these rooms were away from the pipes and noise that I had heard several other of my colleagues had experienced during the last conference. She couldn't tell me that. I said I w
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
uld think it over.
My fingers quickly dialed or rather pushed the phone number of the other national chain where I had stayed in the past. The Manager of the Hotel, Dennis, answered a
My fingers quickly dialed or rather pushed the phone number of the other national chain where I had stayed in the past. The Manager of the Hotel, Dennis, answered a
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
nd quickly assured me that rooms were available. When I gave him my name, he remembered me and said he was glad that I was returning as a preferred customer. Since I was driving in, I
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
asked him for a phone number of my favorite restaurant as I wanted to make a reservation during the drive. He quickly complied with my request and said he look forward to seeing me aga
.
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
n. Again, his actions have created a loyal customer.
Both of these individuals, Toya and Dennis, understood the value of connecting with their customers and providing service that del
Both of these individuals, Toya and Dennis, understood the value of connecting with their customers and providing service that del
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
ights. Exceptional customer service does deliver loyal customers. Now the only challenge is to make sure that all of your employees are delighting and thus delivering loyal customers
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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