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Advice You - This Call Is For You
Rude Callers! If you have been in Customer Service for at least 10 minutes you have had a Rude Caller. We all have had them! If you can master the rude call, you can become
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
the KING or QUEEN of Customer Service!
Many people ask, “Why Bother?” with rude callers? Just put them on permanent hold, or better yet, transfer them directly to the Mana
Many people ask, “Why Bother?” with rude callers? Just put them on permanent hold, or better yet, transfer them directly to the Mana
; 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
er. "I'm sending you right into Barbara's office" or "Let me see if Bob is available right now." If they call back again give them some more hold, right! The third time arou
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
nd, transfer them directly to Satan. "Satan, pick up line one, Satan." (That actually came from a recent seminar participant)
It’s because once you win them over they will
It’s because once you win them over they will
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
e your best customers! For Life! And they will tell all of their close friends and relatives about you. And even better, recommend that those people only do business with y
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
u.
Fail and they will be your worst customers and they will tell everyone they ever knew about you! Even people they don’t know. Ever overhear a conversation that started w
Fail and they will be your worst customers and they will tell everyone they ever knew about you! Even people they don’t know. Ever overhear a conversation that started w
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
ith “I know exactly what you mean, I went there once…” between two people who were complete strangers 30 seconds earlier?
Let’s take a look at Mrs. Smith’s example.
She ca
Let’s take a look at Mrs. Smith’s example.
She ca
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
ls in with a real concern about the widget she just purchased and in the process she tells you about her husband who died a year ago, and she lives alone, and her sons and d
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ughters hate her, and she has a house full of cats, and she is now on the phone calling and demanding to know why her widget does not operate the way it was explained to her
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
by the “Nice young Salesman, and I don’t know why you would put an old lady through this and don’t you people get it! I need some customer service and saying sorry is not c
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
stomer service and you are no help, get the manager on the phone I want to speak with him!”
This is where you get a chance to highlight your Professionalism and Skills. The
This is where you get a chance to highlight your Professionalism and Skills. The
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
key here is to understand where Mrs. Smith is coming from. She really needs help, and your job is to leave aside all of your feelings and judgments and get to the task at ha
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
nd, which is providing that help.
It might be helpful to do a few things first. Sit up, lean forward, listen, don’t interrupt and allow Mrs. Smith to fully explain all that
It might be helpful to do a few things first. Sit up, lean forward, listen, don’t interrupt and allow Mrs. Smith to fully explain all that
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
she needs to.
Now that you have an understanding, you can “then be understood.” Your acknowledgment and action statement might sound something like this.
“Mrs. Smith I can
Now that you have an understanding, you can “then be understood.” Your acknowledgment and action statement might sound something like this.
“Mrs. Smith I can
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
certainly understand your frustration with our widgets. I am sorry you are experiencing some difficulties with it; however, I think I have a solution for this situation. If
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
you could please look at page 3 of the owners’ manual, I can walk you through the steps over the phone and see if we can resolve it. Do you have the owners’ manual handy?”
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 it continues on from there.
The language used is not as important as is the Care and Real Desire to help someone who may not have anyone else to call or ask for assistan
The language used is not as important as is the Care and Real Desire to help someone who may not have anyone else to call or ask for assistan
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
e. You, as the Customer Service Professional, may be the only person in Mrs. Smith’s world that day that has a genuine concern and the opportunity to make a real impact and
.
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
help her. You really need to “put on her shoes and walk a mile.”
And the real lesson here is that you have to care enough to want to make a difference. The responsibility
And the real lesson here is that you have to care enough to want to make a difference. The responsibility
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
or your Professionalism lies with you. So practice your listening skills, write out your response script and be professional!
Oh, and answer the phone, its Mrs. Smith again
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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