Advice You - Business

If you’ve already read Part 1 of “Battling with Customer Service: How to Win the War,” congratulations! You’re halfway to becoming a pro. Follow these last five steps and

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

you’ll be on track to bending the minds of customer service representatives everywhere. Without further ado…

6. Don’t drink and dial.

It seems like a good idea at firs

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

t; the mind says no, but the six-pack says yes. You’ve had a great relationship for years. Why throw it all away over a silly dispute? You decide to pick up that phone,

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

one last time, and see if they realize what they’re missing. Has this logic ever worked? Here’s a hint: no. Calling customer service in an obviously altered state of min

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

will cause your pleas to fall on deaf, yet slightly amused, ears. If you want customer service to take a complaint or concern seriously, save the six-pack for when you ca

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

ll your ex.

7. Call during off-hours.

Yes, hold music is corporate America’s version of water torture. To keep your sanity intact, try calling during off-hours. What ar

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

e off-hours, you ask? If Company X has 24x7 customer service, try calling after 10pm. If not, try calling Tuesday-Thursday between 10am-8pm or any time on Sunday.

8. Don

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

t call a “special number.”

The blog of a spurned employee, a news station, or a radio show might give you some kind of “secret” and “internal” number to Company X. They m

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

ay claim it will eliminate hold time. Oftentimes, these “special numbers” are specifically for field technicians or an obscure department that cannot handle the concern.

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

Call the main customer service number and pick the correct department. The towering inferno that is the Voice Response Unit may mistake your spoken request to “pay a bill

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

n Iowa” for “cancelling all services immediately in Connecticut,” but simply stating “agent” to the VRU may get you to a real, live person. If “agent” does not work, try s

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

imilar terms such as “operator,” “representative,” “customer service,” “parasite from the nether world,” or “spawn of Satan.”

9. Escalate, but only if necessary.

If ther

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

e’s no light at the end of a bleak tunnel, ask for a supervisor; however, do not immediately ask for management if you were mishandled on a previous call. Customer service

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

representatives undergo weeks of training and, oftentimes, are more familiar with current customer issues than their supervisors. Supervisors are there to ensure that cus

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

omer service representatives are doing their jobs; it is the job of the customer service representative to handle your call and concern.

10. Carefully consider contacting

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

outside regulatory authorities.

If absolutely necessary, contact the Federal Communications Commission, established in 1934 to regulate communications by wire, cable, sate

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

llite, radio, and television. Complaints to the FCC are taken seriously and will be handled at Company X by a department well trained on their rules and regulations. Due

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

o the escalated nature of this department, they may have higher hold times and more restricted hours of operation than regular customer service. If you’ve been completely,

.

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

hideously, utterly, and unforgivably wronged, feel free to call a regulatory organization. If you’d like to voice a complaint, but do not need any further action taken re

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

garding your concern, call or e-mail the company itself.

If you follow these ten tips, the balance may swing in your favor. May the customer service workforce be with you

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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