Advice You - Business

Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gon

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

e shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different?

Why is it that wh

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

Examples of combination products may in

n we actually DO receive excellent customer service that it makes such an impression on us that we usually choose to go back?

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

Why - because the occurrences are so few and far between!!!

As a home business owner, it is imperative to my business that cu

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

tomer service is ALWAYS a top priority. Remember the saying: “If you don’t take care of your customer, somebody else will”. I’

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

Combination pro

sure you have read or heard it somewhere before.....and how true it is.

Here are a few ways to improve customer service at y

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

our business:

SMILE - Sounds too simple, right? As a customer, would you prefer to be serviced by a smiling face, o

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

a scowl that would befit a guard dog?

LISTEN - Always be slow to speak and quick to listen. Let customers express t

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

emselves without you trying to do it for them. Nobody likes being interrupted.

DON’T BE TOO PUSHY - Yeah, I know - t

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

he bottom line is sales, right?

There is a fine line between suggesting products/services and pushing them down a customer’s

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

hroat. If you are too pushy, your customer will probably walk away and take their business elsewhere.

PHONE ETTIQUET

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

Following aspects would a

E - Whether you are answering or initiating a call, always remember who the customer is. Be polite. Try “Yes sir/ma’am” instea

dd to the challenges in developing combination products:

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

d of “yeah” and “nope”. If you don’t have an answer for your customer - offer to do some research to find what they are inquir

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

ng about.

THANK YOU - ALWAYS thank your customers. Even if you could not help them or they decided not to purchase f

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

om you. Leave them with a positive impression of your business before they leave.

TRAINING - Train your employees. D

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

on’t let an untrained employee ruin your track record of excellent customer service. Train your employees on-the-job for as lo

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

Professional from academic institutions, pharmaceutical industries, health care indust

g as necessary to teach them good customer service.

“And as ye would that men should do to you, do ye also to the

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

likewise”

Luke 6:31

In conclusion: Customer service may be THE most important aspect of your business plan. I know of many

.

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

people who are willing to pay a little more for a product or service in order receive excellent customer care. Price, advertis

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

Companies that provide selfless information through particip

ng, and location are all vital to a business---- but whatever you do, don’t overlook the all-important “Good Customer Service”

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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What is better evolutionary or revolutionary change? Whilst revolutionary change is often required in an organisation, it can be a sign of poor management that has been unable to instil a culture of evolutionary change.

In a time of instant messaging and increasingly automated self-service options, consumers are showing loyalty to companies whose employees treat their customers as individuals, and consistently demonstrate respect and courtesy. Here are 10 Tips for Delivering Good Customer Service in today’s fast-food world.

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Advice You - Customer Service - A Lost Art?

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