Advice You - Business

Have you ever called a company and been greeted with the phrase “Hold, please”? How do they know you can hold? They don’t even know who you are. Maybe you can’t hold; maybe you have 10 seconds o

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

f juice left on your cell phone and your hair is on fire. Then you finally get someone on the phone, only to be told, “I can’t actually help you; I’m just paid to apologize, and I’m really sorry

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

Examples of combination products may in

about that.”

Being frustrated by a lack of customer service is nothing new. It just seems that in the last few years, companies have become more innovative when it comes to not helping you sol

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

ve your problems. I recently asked a hotel employee to help me with my luggage. He told me to hold on and he would have someone look into it. I thought, “Hey, you’re someone—why can’t you look i

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

nto it?” I realize that we are as busy as we have ever been, and that many younger people were not brought up in the traditional culture of customer service. But none of these excuses will prote

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

Combination pro

ct your business in today’s challenging economy, where customers are questioning value even with companies they have known for years.

Maybe it’s time to get back to basics and make service a re

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

al priority. Sure, plenty of companies claim to offer great customer care. But raising your service standards requires more than a promise; you need to set concrete goals and establish effective

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

procedures to meet them. Whether you own the company, handle key accounts or just accidentally encounter your customers, you’ll reap huge benefits by applying the following customer service goal

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

s:

On the Phone

Be friendly! No one wants to send a check to people who seem to be bothered by their call.
Ask permission before putting a caller on hold. If a customer is greet

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

ed with “Hold, please,” what the customer really hears is “Hang on! Someone much more important than you just called in.”

Keep it professional. Smoking cigarettes, slurping a drink, and pla

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

ying the drums on your desk makes callers feel like they are getting advice from a guy in a bar.

Make sure that callers don’t have to repeat themselves. Someone who has explained a problem

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

Following aspects would a

three times to three different people hangs up angry, whether or not the problem is solved. All the Time

Create a positive image to attract business. Remember that squirrels are just rats w

dd to the challenges in developing combination products:

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

ith good publicity.

Display compassion for people who are upset. People who don’t think you care won’t value your solution.

Be very clear when you explain a process. When customers don

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

’t know what you’re talking about, they assume you don’t either.

Do what you say you’re going to do. When you don’t follow through, people don’t think you have forgotten. They think you don

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

t care.

Know when to bring in someone else. When it becomes clear that the customer thinks you are the problem, set your ego aside and send in a fresh face.

Establish a simple, easy-to

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

-implement, customer service plan. When something is really complicated, it’s hard to tell if it’s working.

Well, I think customer service will survive— and I feel better now that I’ve w

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

Professional from academic institutions, pharmaceutical industries, health care indust

ritten this article—but it’s important that we help nurse that ailing customer service to a full recovery, ensuring a healthy prognosis for today’s businesses. The companies that attract and kee

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

p the best customers are usually the most effective at managing expectations and emotions. Successful companies train their people to anticipate customer needs and to solve problems before the c

.

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

ustomer knows they exist. But before you can do any of this, you have to start with the basics. If you really want customers, set customer service goals. Remember, if you don’t know where you’re

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

Companies that provide selfless information through particip

going, any road will take you there.

Garrison Wynn is a nationally known speaker, trainer, and coach. He is the President and founder of Wynn Solutions, specializing in The Truth about Success

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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