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Useful Advices - Is Bad Customer Service Killing Your Business?
It's time to beat the old bad customer service drum again. I know, I'm sick of beating the drum, too, but as long as bad customer service runs rampant through so many businesses I feel it is my entrepreneurial duty to bring it
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
to your attention. So grab a pew and prepare to listen to the sermon I've preached before: bad customer service is the bane of business. If the Almighty smote down every business that dispenses bad customer service the world
; 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
ould be a much friendlier, albeit much sparser place. Consider a world without malls and fast food joints… would it really be so bad?
What puzzles me most is if bad customer service is such a death knell for business, why do
What puzzles me most is if bad customer service is such a death knell for business, why do
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
so many businesses allow it to go on? Don't they read my column, for Pete's sake? I think the problem is that most bad customer service is doled out (or at least condoned) by business owners and managers who have ceased caring
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
what their customers think. When you stop caring what your customers think it's time to close the doors. Go find a day job. You'll make someone a wonderfully disgruntled employee.
My latest parable of lousy customer service w
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
as actually experienced by my better half while attempting to buy my daughter a pair of basketball shoes. I won't mention the name of the sporting goods chain store in which the bad customer service took place, but I will tell
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
you that its name is similar to the sound a frog with hiccups might make.
As my wife waited for someone to assit, the four or five teenagers who had been charged with manning the store stood in a clump at the cash register gi
As my wife waited for someone to assit, the four or five teenagers who had been charged with manning the store stood in a clump at the cash register gi
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
ggling and flirting with one another as if they were at the prom instead of at work.
When my wife pointed out this fact, one of the employees, a cheeky lass of 16 or so, put her hands on her hips and said, "How rude!" The mal
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
s in the group didn't react at all. They were too busy arguing over who could take a break so they could chase other cheeky lasses about the mall.
Needless to say my lovely bride, who has the ability to instill fear into the
Needless to say my lovely bride, who has the ability to instill fear into the
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
hearts of even the most worthless employees, left the gaggle of giggling teen idiots standing with their mouths open in disbelief. How dare a customer tell them to do that with a pair of basketball shoes?
As much as I bemoan
As much as I bemoan
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ad customer service I celebrate good customer service. It should be applauded and the purveyor of said good customer service should be rewarded for actually delivering satisfaction to the customer above and beyond the call of
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
uty.
So let me tell you the story of my new hero, Ken. I won't tell you the name of the store in which Ken works, but let's just say they started out selling radios in a shack somewhere long, long ago.
I first met Ken when I
So let me tell you the story of my new hero, Ken. I won't tell you the name of the store in which Ken works, but let's just say they started out selling radios in a shack somewhere long, long ago.
I first met Ken when I
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
went into the store to buy a mixing board for my business that records audio products for the Web. In a nutshell, you plug microphones into the mixing board then connect it to the computer and you can record audio directly to
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
digital format. Totally beside the point of this article, but I didn't want you thinking that I was purchasing non-manly cooking utensils.
When I got the mixer installed it didn't work. So I boxed it up and headed back to the
When I got the mixer installed it didn't work. So I boxed it up and headed back to the
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
store to return it. When I told Ken my problem he didn't just grunt and give me my money back as so many bad customer service reps would do. Instead he asked, "Do you mind if I try it?"
"Knock yourself out," was my reply, co
"Knock yourself out," was my reply, co
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
fident that if I couldn't get it to work, neither could Ken. Ken took the mixer out of the box and went about hooking it up to one of the computers on display. He started pulling power cords and cables off the display racks an
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
d ripping them open and plugging them in. He tore open a new microphone and an adapter and kept going until he had the mixer hooked up and working. Yes, I said working. It turns out the mixer was fine. I just had the wrong pow
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
r adapter.
Ken could have just given me my money back and been done with me. Instead he spent 15 minutes and opened a number of other packages that I was under no obligation to buy just to help me get the thing working.
I wa
Ken could have just given me my money back and been done with me. Instead he spent 15 minutes and opened a number of other packages that I was under no obligation to buy just to help me get the thing working.
I wa
.
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
s so impressed that I not only kept the mixing board, I also bought another $50 worth of products. And the next time I need anything electronic guess where I will buy it? Even if it costs twice as much, I'll buy it from Ken.
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
ow here's the moral of the story: if you are a business owner who has a gaggle of teenagers in charge of customer service at your store you would be better off replacing them with wild monkeys.
At least monkeys can be trained
At least monkeys can be trained
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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