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Digg It - Five Keys to UNFORGETTABLE Phone Service
In 2006, a study of 2,300 British consumers conducted by Harris Interactive revealed the general public's frustration with poor phone service. According to their research, 65% of consumers withdrew their business due to poor service experiences.
Wow.
Well, it’s 2007. How many customers are you going to lose from poor phone service this
Wow.
Well, it’s 2007. How many customers are you going to lose from poor phone service this
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
year?
Hopefully, zip. But let’s explore five keys to UNFORGETTABLE phone service just to make sure.
UNFORGETTABLE Openers
Customers will form an impression of you – and your company - within the first few seconds of their phone call. That’s why the first words out of your mouth are absolutely crucial.
What’s your present openin
Hopefully, zip. But let’s explore five keys to UNFORGETTABLE phone service just to make sure.
UNFORGETTABLE Openers
Customers will form an impression of you – and your company - within the first few seconds of their phone call. That’s why the first words out of your mouth are absolutely crucial.
What’s your present openin
; 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
line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question.
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question.
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More important
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More important
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
y, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
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
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to
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
ay something other than your name?
UNFORGETTABLE Waiting
When I was working at the Ritz Carlton, the phone light would start blinking rapidly after thirty seconds of hold time. If an employee was in the area and didn’t pick up the phone to assist the guest, he was written up.
Sure, it was harsh. But you better believe we picked up
UNFORGETTABLE Waiting
When I was working at the Ritz Carlton, the phone light would start blinking rapidly after thirty seconds of hold time. If an employee was in the area and didn’t pick up the phone to assist the guest, he was written up.
Sure, it was harsh. But you better believe we picked up
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
every call within thirty seconds! Dominoes would have been proud.
Look. Hold time is still a tough issue. I’m not going to get into the technical side of it, i.e., on-hold jazz music, advertisements, wait time and the like. However:
FACT: callers become more frustrated with every passing second.
Unless.
PERFECT EXAMPLE: my friend Dave is a
Look. Hold time is still a tough issue. I’m not going to get into the technical side of it, i.e., on-hold jazz music, advertisements, wait time and the like. However:
FACT: callers become more frustrated with every passing second.
Unless.
PERFECT EXAMPLE: my friend Dave is a
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
pro at lessening hold time. Whenever he has another call or needs to put me on hold, he doesn’t say, “Can I put you on hold?” or “Would you mind holding for a minute?” Instead, Dave says, “Scott, do me a favor: count to ten and I’ll be right back!”
I still count every time. And Dave almost always comes back as promised.
LET ME ASK YA THIS…<
I still count every time. And Dave almost always comes back as promised.
LET ME ASK YA THIS…<
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
r>
What words could you use to make hold time more fun and engaging?
UNFORGETTABLE What?
In 2006, RainToday released a scintillating study called How Clients Buy: The Benchmark Report On Professional Services Marketing And Selling From The Client Perspective.
The study gathered data from nearly 200 decision makers nat
UNFORGETTABLE What?
In 2006, RainToday released a scintillating study called How Clients Buy: The Benchmark Report On Professional Services Marketing And Selling From The Client Perspective.
The study gathered data from nearly 200 decision makers nat
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
onwide who purchased $1.6 billion in professional services. They were asked about their biggest pet peeves when working with service providers.
And the winner went to (drum roll please)...
“They didn’t listen to me.”
FACT: when it comes to the phone, you must remember these three things:
1. Listening is not waiting to talk.
2. You have t
And the winner went to (drum roll please)...
“They didn’t listen to me.”
FACT: when it comes to the phone, you must remember these three things:
1. Listening is not waiting to talk.
2. You have t
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
o ears and one mouth. Listen and speak proportionately.
3. A closed mouth gathers no foot.
PERFECT EXAMPLES: here’s a sample of several Phrases That Payses™ to use during your conversations. NOTE: I suggest writing them on sticky notes and posting them above your phone:
*Excuse my annoying typing; I just want to get all this stuff
3. A closed mouth gathers no foot.
PERFECT EXAMPLES: here’s a sample of several Phrases That Payses™ to use during your conversations. NOTE: I suggest writing them on sticky notes and posting them above your phone:
*Excuse my annoying typing; I just want to get all this stuff
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
down! Similar to the above example. Polite, humorous way to subtlety demonstrate active listening while on the phone.
*I am at your service. Not just for customer service professionals any more, but for everyone! All business professionals are at the service of somebody, be it their customers or coworkers. Say this phrase to rea
*I am at your service. Not just for customer service professionals any more, but for everyone! All business professionals are at the service of somebody, be it their customers or coworkers. Say this phrase to rea
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
sure your client that you’ve got their back. Remind them that they can ask anything of you.
*Personally. A single word with amazing power. For example, “Mr. Sanders, I will take care of your incorrect order,” vs. “Mr. Sanders, I will PERSONALLY take care of your incorrect order.” You’ve committed. You’ve made it personal. You’ve ins
*Personally. A single word with amazing power. For example, “Mr. Sanders, I will take care of your incorrect order,” vs. “Mr. Sanders, I will PERSONALLY take care of your incorrect order.” You’ve committed. You’ve made it personal. You’ve ins
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
illed confidence in Mr. Sanders that you’re accountable for the mistake, even if it wasn’t your fault. Use this word daily.
LET ME ASK YA THIS…
Are you growing bigger ears with every call?
UNFORGETTABLE Attitde
More than anything we’ve talked about today, your attitude is what most determines the success of every phone call.
LET ME ASK YA THIS…
Are you growing bigger ears with every call?
UNFORGETTABLE Attitde
More than anything we’ve talked about today, your attitude is what most determines the success of every phone call.
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
et’s explore two examples: smiling and emotion.
First of all, I don’t need to waste your time talking about the value, the power and the necessity of smiling. You should know that already. However:
FACT: the customer will HEAR your smile over the phone.
PERFECT EXAMPLE: the best piece of advice I ever got on phone service was to buy a little
First of all, I don’t need to waste your time talking about the value, the power and the necessity of smiling. You should know that already. However:
FACT: the customer will HEAR your smile over the phone.
PERFECT EXAMPLE: the best piece of advice I ever got on phone service was to buy a little
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
mirror and stick it above my phone. Forced me to smile every time! I suggest you try this for one week.
The next facet of an UNFORGETTABLE Phone Attitude is emotion. If you want to watch a classic movie on phone service, check out Boiler Room. My favorite scene is when the office manager (Ben Affleck) preaches to his neophyte stockbrokers h
The next facet of an UNFORGETTABLE Phone Attitude is emotion. If you want to watch a classic movie on phone service, check out Boiler Room. My favorite scene is when the office manager (Ben Affleck) preaches to his neophyte stockbrokers h
.
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
w to connect with prospects during cold calls:
“Get your ass out of the chair! Walk around! Motion creates e-motion!” he yells.
Great point, Ben. In other words:
Motion = Emotion = Enthusiasm = Approachability = UNFORGETTABLE Service
LET ME ASK YA THIS…
Would you want to talk to you over the phone?
Whether you’re answering, chatting,
“Get your ass out of the chair! Walk around! Motion creates e-motion!” he yells.
Great point, Ben. In other words:
Motion = Emotion = Enthusiasm = Approachability = UNFORGETTABLE Service
LET ME ASK YA THIS…
Would you want to talk to you over the phone?
Whether you’re answering, chatting,
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
listening or putting someone on hold, the phone is your friend. When used in an approachable fashion, it can mean the difference between a prospect and a customer. The difference between a lead and a sale. The difference between a one-time customer and a long time relationship.
Do it right. Be UNFORGETTABLE. Don’t phone it in.
(1,181 words
Do it right. Be UNFORGETTABLE. Don’t phone it in.
(1,181 words
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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