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Answers - Five Guaranteed Ways to Get Better Customer Service Every Time
Customer service, customer care, customer relations or whatever you want to call it has certainly lost its focus – the customer.
Horror stories abound about waiting hours to get a simple problem resolved. Customers now expect to be on terminal hold, expect to argue for their rights, expect to deal with someone thousands of miles away in a foreign country who doesn’t understand
Horror stories abound about waiting hours to get a simple problem resolved. Customers now expect to be on terminal hold, expect to argue for their rights, expect to deal with someone thousands of miles away in a foreign country who doesn’t understand
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
American culture, and expect to repeatedly ask for the next level manager until they ultimately slam the phone down in disgust, start cussing up a storm or both.
The anger and frustration most people feel about being unable to reach someone knowledgeable enough to solve their problem is making some companies reconsider their decision to outsource customer call centers to plac
The anger and frustration most people feel about being unable to reach someone knowledgeable enough to solve their problem is making some companies reconsider their decision to outsource customer call centers to plac
; 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
es where they have little quality control. Companies are finally starting to realize the customer will and is leaving because they don’t feel valued.
But there are things the average customer can do to make their customer service experience a little less painful.
1. Always follow instructions. It’s amazing how many people can’t follow simple instructions. If the company has a
But there are things the average customer can do to make their customer service experience a little less painful.
1. Always follow instructions. It’s amazing how many people can’t follow simple instructions. If the company has a
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
written return policy (whether on the receipt or on-line), you need to read it carefully and adhere to it exactly or you just hurt yourself.
One-third (34%) of all rebates are rejected and never fulfilled because the customer didn’t fill out the form with their name and address or failed to attach a copy of the receipt! These same customers call the customer service line a
One-third (34%) of all rebates are rejected and never fulfilled because the customer didn’t fill out the form with their name and address or failed to attach a copy of the receipt! These same customers call the customer service line a
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
nd angrily complain about never having received their rebate. The company cannot read your mind. When questioned about why they didn’t fill out the form, most customers said their return address was on the envelope or that the store has their credit card number so should have their address too. Trust me, they don’t have this information – your credit card company has it.
Anoth
Anoth
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
er common problem is the customer who is worried about the company “stealing their identity” and refuses to give the information necessary to process the request. If you (the customer) made the call or sent the letter to the company, you should be confident the employee is not going to rip you off. If someone called you, there may be legitimate cause for concern. If you are unc
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
mfortable with the person you are speaking to, ask to speak to someone else. It’s your right to do that.
The simple truth is that rebate, refund and customer service people handle hundreds, if not thousands, of rebates, refunds and requests for help every day. If they have to hunt down information to fix your problem because you failed to fill out a simple form with your addre
The simple truth is that rebate, refund and customer service people handle hundreds, if not thousands, of rebates, refunds and requests for help every day. If they have to hunt down information to fix your problem because you failed to fill out a simple form with your addre
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
ss, they will move on to an easier request just to get through the pile of paper on their desk. It could be weeks or months before your request is even looked at again, if ever. Follow all instructions, whether you think they are stupid or not.
2. Keep documents and document contacts. To speed up any request with customer service it helps to have all your information in front
2. Keep documents and document contacts. To speed up any request with customer service it helps to have all your information in front
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
of you, such as account numbers, disputed amounts, etc. You have a more powerful case when you can have facts and have the proof you need to get your problem solved.
More than half (56%) of people calling customer service do not have their account number available when asked and then ask the representative to wait while they hunt for it. What were they doing while they wa
More than half (56%) of people calling customer service do not have their account number available when asked and then ask the representative to wait while they hunt for it. What were they doing while they wa
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
ted on hold? Be prepared to give dates, amounts and charges when asked.
Always write down the name of the person you talked to. Get their first and last name and their employee ID number if they have one. Make note of the date and time you called and the details of what they told you or promised you they would do. Write it on the bill or receipt so that it doesn’t get lost. If
Always write down the name of the person you talked to. Get their first and last name and their employee ID number if they have one. Make note of the date and time you called and the details of what they told you or promised you they would do. Write it on the bill or receipt so that it doesn’t get lost. If
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
you need to call back a second time, ask for a direct dial number or extension for the customer representative so you won’t have to go through the whole story with a different person.
The single most important thing you can do if you do nothing else is to keep the receipt for every item you own for as long as you own it, with the exception of consumable items like food, gas,
The single most important thing you can do if you do nothing else is to keep the receipt for every item you own for as long as you own it, with the exception of consumable items like food, gas,
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
newspapers, etc. You can’t enforce your warranty, get a rebate or a refund if you can’t prove you bought it. Put all your “keep” receipts in one place so you can easily find them. Once a year throw out any receipts for items you discarded during the year.
3. Allow time for the process to work. It’s human nature to want our problems fixed as soon as we realize we have a problem
3. Allow time for the process to work. It’s human nature to want our problems fixed as soon as we realize we have a problem
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
It doesn’t always translate that easily in the real world. Sometimes the company needs time to get your problem solved.
If the rebate or refund form you mailed in said “allow 4 to 6 weeks for processing” that means 4 to 6 weeks, plus another week if you mailed it in. Mark your calendar 7 weeks out for a follow-up. It really doesn’t get your rebate or refund to you any fas
If the rebate or refund form you mailed in said “allow 4 to 6 weeks for processing” that means 4 to 6 weeks, plus another week if you mailed it in. Mark your calendar 7 weeks out for a follow-up. It really doesn’t get your rebate or refund to you any fas
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
ter to keep calling the company, and may actually slow it down if the company thinks you’re a pain in the butt. Remember customer service people process hundreds and hundreds of requests. If they have to stop to search for yours in a big pile of requests to verify they received your form, it will just take that much longer to get to it done. Don’t send in duplicate requests eit
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
her because if your duplicate comes in before they’ve finished processing the first request, the company may cancel both to allow them time to check for more duplicates. So wait patiently for the system to work, you aren’t the only one asking for a rebate or refund.
4. Keep your request simple. Try not to confuse the customer service representative by telling a tale of two cit
4. Keep your request simple. Try not to confuse the customer service representative by telling a tale of two cit
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
es when you call. Make your most important request first and let them solve it, then bring up any other minor issues that are bothering you about your relationship with the company.
For instance, let’s say you are getting overcharged a penny on every call you make on your long distance and your address still hasn’t been updated from when you moved a year ago. Let them tak
For instance, let’s say you are getting overcharged a penny on every call you make on your long distance and your address still hasn’t been updated from when you moved a year ago. Let them tak
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
e care of the overcharge first because if you run out of time or patience, the address change is easy to take care of on another call if you have to. Believe me they’ll find you if your bill is returned by the post office. An easy way to handle multiple problems is to write a note for yourself before you call with each issue listed so you don’t forget anything and be sure to pr
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ioritize them by order of importance.
5. Be courteous to the person helping you. Remember that the person processing your rebate or handling your complaint is a human being who has feelings just like you. It’s not their fault that something went wrong (unless of course they promised to do something that never happened).
Computers and automated billing systems have created
5. Be courteous to the person helping you. Remember that the person processing your rebate or handling your complaint is a human being who has feelings just like you. It’s not their fault that something went wrong (unless of course they promised to do something that never happened).
Computers and automated billing systems have created
.
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
a lot of problems for customers. Try to keep in mind that there wasn’t a group of people at the company who sat down and decided to mess up your account or not give you a rebate. Things happen and they happen to everyone at one time or another. It just happened to be your turn.
Finally, feel free to make helpful suggestions on how the customer service process might be improved
Finally, feel free to make helpful suggestions on how the customer service process might be improved
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
. Some companies have a system of culling these suggestions to improve things. The key here is to make it about the process or service, not to make a personal attack on the person helping you.
If you stick to these five simple suggestions you might be able to minimize your frustration with the whole process and actually get what you want without getting an ulcer in the process
If you stick to these five simple suggestions you might be able to minimize your frustration with the whole process and actually get what you want without getting an ulcer in the process
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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