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Digg It - The Voice of Customer Service
Customer relationship management tools abound, yet let's hear it for old technology. Your voice is the most multifaceted customer service tool in your toolkit. Your voice can convey concern, care and compassion. It can alternately convey bo
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
redom, neglect or contempt. Your challenge: to insure your voice reinforces the service you strive to deliver through your actual words and action.
Customer service is about more than mouthing the words customers want to hear. You have to
Customer service is about more than mouthing the words customers want to hear. You have to
; 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
sound believable. How do you sound? Try this experiment. Call your own answering machine and leave yourself a message normally intended for your customers. Now replay it. Are you convincing? Does sincerity ring from your voice or are you ju
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
t mouthing clich?s in a disinterested fashion?
Depending your tone of voice you can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Focus
Depending your tone of voice you can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Focus
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ed or Scattered
Alive or Comatose
Pick one of the following phrases:
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a
Alive or Comatose
Pick one of the following phrases:
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
few times to a colleague next to you or over the phone to a friend.
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this
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
sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversati
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversati
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
on?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admir
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admir
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt.
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
When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not to sound overly Dramatics, but “What you see is what they get.”
Inflection
When we consider the message
Inflection
When we consider the message
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
our voice sends customers, don’t forget to consider your inflection. It is important to understand where in a sentence you put the emphasis. What words do you accentuate? Which words do you emphasize? Depending on your placement of accent y
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
ou can send different messages with the same set of words. Consider the following statement: “It’s all over my friend.” Depending on the placement of accent and pause, this statement could either lament the end of a successful run of some s
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
rt, or be describing the result of a sick bird flying overhead of your pal.
Similarly, this statement, based on inflection, may send two entirely different messages: “What’s that in the road ahead?” or “What’s that in the road, a head?” Yo
Similarly, this statement, based on inflection, may send two entirely different messages: “What’s that in the road ahead?” or “What’s that in the road, a head?” Yo
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
u can see how inflections inform. Let’s make sure the information we convey is supported by our inflections.
Actors often take the Shakespearean phrase “to be or not to be, that is the question” and repeat it alternately while emphasizing
Actors often take the Shakespearean phrase “to be or not to be, that is the question” and repeat it alternately while emphasizing
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
ifferent words. For instance, one variant might be “To be or NOT, to be THAT is the question!”
Revisiting our triplet of phrases let’s see how inflection alters their meaning:
“Thank you for calling. We’re delighted to serve you.”
We can
Revisiting our triplet of phrases let’s see how inflection alters their meaning:
“Thank you for calling. We’re delighted to serve you.”
We can
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
place the accent on different words to convey different sentiments. The capital letters indicate the words being accented through our inflection.
“THANK you for calling. We’re delighted to serve you.”
“Thank you for CALLING. We’re deligh
“THANK you for calling. We’re delighted to serve you.”
“Thank you for CALLING. We’re deligh
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ted to serve you.”
“Thank you for calling. We’re DELIGHTED to serve you.”
“Thank you for calling. We’re delighted to SERVE you.”
“Thank YOU for calling. We’re delighted to serve YOU.”
For yourself, try this same exercise with each of th
“Thank you for calling. We’re DELIGHTED to serve you.”
“Thank you for calling. We’re delighted to SERVE you.”
“Thank YOU for calling. We’re delighted to serve YOU.”
For yourself, try this same exercise with each of th
.
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
statements below, accenting different words within each sentence so as to find the inflection that best conveys your sentiment.
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Voice Y
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Voice Y
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
our Concern
Using a pleasant tone, effective intonation, and empathic emotion your voice can go a long way toward helping customers feel heard, valued and cared for. Mama was right, it is more than what you say, it's how you say it too
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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