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Cases - Delivering Great Customer Service - 10 Tips
It almost goes without saying that good customer service is essential to sustaining any business. No matter how wonderful a job you do of attracting new customers, you won’t be profitable for long unless you have a solid customer retention strategy in place – and in action. It’s the actions that count – not what you say you’ll do, or what the policy says. People will remember what you or your employees have done – or
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
not done.
One of the key components of an effective retention strategy is exceptional customer service. Not just good service, but memorable service. Today, consumers’ expectations are higher than ever and companies that fail to deliver, risk losing market share.
10 Tips for Delivering Good Customer Service
1) Treat me like a somebody. It’s been years since that Midas muffler commercial aired
One of the key components of an effective retention strategy is exceptional customer service. Not just good service, but memorable service. Today, consumers’ expectations are higher than ever and companies that fail to deliver, risk losing market share.
10 Tips for Delivering Good Customer Service
1) Treat me like a somebody. It’s been years since that Midas muffler commercial aired
; 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
, but the “I’m a somebody” phrase can still be heard from time to time. Why? Because regular customers expect (and deserve) to be remembered. As one woman summed it up, “You don’t need to remember my name, or what I order, but do acknowledge that I’ve been there before.”
One of the best examples I’ve ever seen of this is at my local coffee shop. One day I noticed that the young man behind the counter greet
One of the best examples I’ve ever seen of this is at my local coffee shop. One day I noticed that the young man behind the counter greet
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
d some people by name and, even if he didn’t know their name, he knew what they usually ordered. As I waited for my tea (he’d already placed my ‘two milk on the side’ on the counter without me having said a word), I asked him why he said, “See you later” to some customers, “See you tomorrow” to others, yet always said, “Have a good week” to me. The smiling, friendly reply? “Because you only come in on Mondays and Fri
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
days”. As I thanked him, I thought to myself, “Wow. He won’t be here long”. Unfortunately, I was right.
2) Be polite! Too frequently company representatives ask customers for file information without saying “Please” or even being polite. It is not acceptable for a service rep to simply bark out, “Account number?” And it is never acceptable for a service rep to insult a client.
Six weeks ago there wa
2) Be polite! Too frequently company representatives ask customers for file information without saying “Please” or even being polite. It is not acceptable for a service rep to simply bark out, “Account number?” And it is never acceptable for a service rep to insult a client.
Six weeks ago there wa
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
s a problem with my home internet account – which is with a phone carrier I have used my entire life (and, as you know, this kind of loyalty to a phone company is almost unheard of these days). In all that time, I have never been late with a bill payment to them. There is a long and ugly story here, but the short version is that a) the problem was on their end and b) before they realized where things had gone wrong, t
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
eir rep was extremely rude. When I asked him to please change the way in which he was addressing me, he snarled, “Well whadya expect? If you’d pay your bills on time you wouldn’t have this problem.”
I couldn’t believe what I was hearing. In fact, if I’d just read this account (instead of being on the receiving end), I wouldn’t have believed the story. What’s worse is that although the company later apologi
I couldn’t believe what I was hearing. In fact, if I’d just read this account (instead of being on the receiving end), I wouldn’t have believed the story. What’s worse is that although the company later apologi
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
zed, their senior management seemed to feel that this was not an isolated incident.
A 2005 survey conducted by Schulich School of Business MBAs suggests that this kind of problem exists in over 30% of companies, and costs them hundreds of millions of dollars in lost customers (and revenues) each and every year. Don’t let your company end up one of these statistics.
3) Thank your customers – like you mean it.
A 2005 survey conducted by Schulich School of Business MBAs suggests that this kind of problem exists in over 30% of companies, and costs them hundreds of millions of dollars in lost customers (and revenues) each and every year. Don’t let your company end up one of these statistics.
3) Thank your customers – like you mean it.
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
When your employees conclude a transaction, they should thank the customer with a smile and a sincere “thank you for … completed by whatever is appropriate for your business”. Too often, customers received a rushed and barely civil “Thanks-Have-a-nice-day-Next”. With large purchases, the verbal greeting should be followed up with a hand-written card – not just because it leads to increased referrals (which is does), b
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
t because it is the correct thing to do.
Oh, and by the way, the word “Sure” is no way to respond when a customer thanks you. To many people in many parts of the world, this is dismissive and suggests you don’t care. The correct phrase is “You’re welcome”.
4) Appearances do count! According got two independent pieces or research, nearly 90% of customers form an impression about how competent and reputable yo
Oh, and by the way, the word “Sure” is no way to respond when a customer thanks you. To many people in many parts of the world, this is dismissive and suggests you don’t care. The correct phrase is “You’re welcome”.
4) Appearances do count! According got two independent pieces or research, nearly 90% of customers form an impression about how competent and reputable yo
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ur company is based on what they see when they walk trough your doors.
5) Preserve me from auto-attendant hell. Customers are becoming increasingly annoyed and frustrated with having to sift through a multitude of options and press numerous buttons – only to be told that the desired service can only be obtained through the company’s website. Worse is when the auto-attendant uses voice recognition – but doesn’t
5) Preserve me from auto-attendant hell. Customers are becoming increasingly annoyed and frustrated with having to sift through a multitude of options and press numerous buttons – only to be told that the desired service can only be obtained through the company’s website. Worse is when the auto-attendant uses voice recognition – but doesn’t
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
‘recognize’ your voice. People want to connect with human beings; they don’t want to listen to a long list of prompts. For hints on how to use auto-attendants effectively, please read “The top 5 new things people expect for good customer service” (on the www.ReallyGreatInfo.com website).
6) Do what you say you will... when you say you will. The expression “Under promise, over deliver” may have become somewha
6) Do what you say you will... when you say you will. The expression “Under promise, over deliver” may have become somewha
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
hackneyed through over use, but is still germane. One of the quickest ways to lose customer confidence is to not follow-through, or to be late delivering a service or product, without notifying the customer in advance, determining whether or not the delay will impact the customer and providing an alternate solution in the interim if necessary.
One of the best examples I ever experienced of a company doing it well hap
One of the best examples I ever experienced of a company doing it well hap
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
pened with Toyota. There was a problem with my RAV4 and Toyota couldn’t repair it easily. I was driving a loaner, but had planned to go camping with my kids. It was our summer holiday and it had been planned for months. When Toyota couldn’t repair my vehicle in time, they rented an SUV for us to use – without me having to ask. I have since purchased another vehicle from this dealership and recommended it to 6 other
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
s who have purchased from them. Coincidence? I think not.
7) Surprise the customer from the time to time. When it is possible to provide an extra level of service, do so. Whether it’s an unexpected complimentary dessert in a restaurant, or an upgrade that has not been requested, these special gestures go a long way towards engendering customer loyalty and to winning you new customers. It has long been known
7) Surprise the customer from the time to time. When it is possible to provide an extra level of service, do so. Whether it’s an unexpected complimentary dessert in a restaurant, or an upgrade that has not been requested, these special gestures go a long way towards engendering customer loyalty and to winning you new customers. It has long been known
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
that on average, a dissatisfied customer will tell 10 - 16 others, but people who have had an unexpectedly good experience also recount their stories.
8) Provide “full” service. When Successories sends out its framed prints, it includes the hooks and a small levelling device. There’s a remote control toy vendor near me who includes the batteries. “My” gas station dispenses free coffee with gas on weekday morn
8) Provide “full” service. When Successories sends out its framed prints, it includes the hooks and a small levelling device. There’s a remote control toy vendor near me who includes the batteries. “My” gas station dispenses free coffee with gas on weekday morn
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
ings. A drive-through drycleaner in northern Ontario opens early and hands you the morning paper with your order. Small things, yes. Greatly appreciated? No question.
I spoke to each of my local retailers and learned that in each case, their sales – and profits – have enjoyed double digits increases since they introduced more comprehensive service. Think about what you can add to help make things easier for your c
I spoke to each of my local retailers and learned that in each case, their sales – and profits – have enjoyed double digits increases since they introduced more comprehensive service. Think about what you can add to help make things easier for your c
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ustomers. In some cases, by looking at what else it makes sense to sell, you can even add a new revenue stream while improving the perceived level of customer service provided.
9) Mea Culpa. When you have made a mistake, admit it and set things straight. When customers have a complaint – listen, truly listen. Then apologize and take corrective action. In many instances, the very act of listening (without in
9) Mea Culpa. When you have made a mistake, admit it and set things straight. When customers have a complaint – listen, truly listen. Then apologize and take corrective action. In many instances, the very act of listening (without in
.
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
errupting) can be enough to diffuse the situation and make the person feel worthy as a customer. Then ask the customer how they would like you to resolve the situation. In most instances, your client will come up with something reasonable – and often less costly than a solution you might have proposed.
10) Listen to your customers. Conduct your own surveys and get feedback on what they like and don’t like - a
10) Listen to your customers. Conduct your own surveys and get feedback on what they like and don’t like - a
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
nd take corrective action as required. Let customers know that their business is appreciated and that their opinions are important to you.
None of these suggestions takes a lot of time or money to implement, yet they can pay dividends in increased customer satisfaction and retention. The key, though, is to ensuring that employees understand the importance of their front-line role and get good training and supervision
None of these suggestions takes a lot of time or money to implement, yet they can pay dividends in increased customer satisfaction and retention. The key, though, is to ensuring that employees understand the importance of their front-line role and get good training and supervision
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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