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Advice You - Effective Listening - For Delivering the Finest Customer Service
Expressing your wants feelings and opinions clearly and effectively is half of communication, and the other half is listening and understanding what others com
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
municate to us.
However, when we talk of communication, we often think of how we express ourselves, and forget the importance of listening. The result is clea
However, when we talk of communication, we often think of how we express ourselves, and forget the importance of listening. The result is clea
; 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
r. Researches show us that although 50%-75% of our daily communication time is spent listening, but we listen at only a 25% efficiency level. In other word 75
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
% of our communication efforts are: misunderstood, misinterpreted, rejected, disliked, or distorted.
Many problems that arise in our interactions with custom
Many problems that arise in our interactions with custom
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ers can be attributed to poor listening skills. Listening is not same as hearing. Listening involves truly understanding the customer. “The single most importa
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
nt principle in the field of interpersonal relations is this: Seek first to understand, then to be understood. Most people listen, not with the intent to under
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
stand, but with the intent to reply”. Steven R. Covey
If listening means understanding your customers, how often do you make an effort to truly understand you
If listening means understanding your customers, how often do you make an effort to truly understand you
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
r customers? In my trainings I show participants a picture of 2 cars, and ask them to recommend me a car. Believe me; they have always suggested me a car, wit
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
hout asking me a single question. How can one recommend me a car, without any further clarification? How can you be sure that I am buying it, for my own use or
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
not? How do you know why I want to buy it? Do you know how much I am willing to spend for a car?
The3 categories of listeners- C.A.R
C= Competitive listener
The3 categories of listeners- C.A.R
C= Competitive listener
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
. They are impatient to express themselves. When the customer is talking, they plan what to say. They cut customers off or finish their sentences because they
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
think they know what the customer is going to say. If you are planning what to say, before the customer has finished talking, can you properly understand him?
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
A= Attentive listeners. They make no effort to clarify or understand the customer. They pretend to be listening. Even if the customer speaks too fast or uses
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
words they don’t understand, they let it go.
R= Reflective/Active listeners. They make every effort to understand the customer. They get involved in the conve
R= Reflective/Active listeners. They make every effort to understand the customer. They get involved in the conve
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
rsation, ask questions and repeat back.
Develop Your Listening Skills: M.A.R.S
To understand, be able to help and better serve your customers, you have to be
Develop Your Listening Skills: M.A.R.S
To understand, be able to help and better serve your customers, you have to be
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
a "R" category listener.The first step is you have to want to listen to the customer, and understand him. No one can help you, and nothing can assist you, unl
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
ess you voluntarily choose to understand the customer. Remember the acronym M.A.R.S. for improving your listening skills.
M= Make a show. Show him that you ar
M= Make a show. Show him that you ar
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
e listening. It means use of appropriate body language, or making encouraging noises.
A= Ask the customer. Question him until you fully understand him.
R= Re
A= Ask the customer. Question him until you fully understand him.
R= Re
.
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
peat- This means reflecting back feeling, or reflecting back content. When you do it, the customer will respond back “Yes that’s what I meant” or deny, “No t
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
hat’s not what I meant” and explain to you again.
S= Stop everything else when the customer is talking. Stop what you are doing. Stop processing your thoughts
S= Stop everything else when the customer is talking. Stop what you are doing. Stop processing your thoughts
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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