Tags |
|
|
Links |
|
|
Digg It - Ten Customer Service Secrets to Win Back Customers
Recently I was facilitating an Outstanding Customer Service
program and broke for lunch. Knowing that the restaurants
in the area left much to desire as far as service I gave the
students an extra fifteen minutes for lunch.
Sure enough a group of four students came rushing into the classroom with their lunches in hand. They apologized and quickly explained that they received poor service at a restaurant (This restaurant is part of a national ch
Sure enough a group of four students came rushing into the classroom with their lunches in hand. They apologized and quickly explained that they received poor service at a restaurant (This restaurant is part of a national ch
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
ain. Hint:
The restaurant's name references a day in the week. I can’t
give you the complete answer). They explained that after the
waiter initially took their order, they waited 45 minutes before
their food finally arrived. During the wait, no one came to
check on them.
Finally, when the food arrived, it was time for the group to return to class. They were not happy, so they asked to speak with the restaurant manager. The manager approac
Finally, when the food arrived, it was time for the group to return to class. They were not happy, so they asked to speak with the restaurant manager. The manager approac
; 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
ed and asked, “What was the problem?” One of my
students explained the situation to which the restaurant
manager replied, “The food ticket only shows you were
waiting for eleven minutes.” My students were still not
satisfied and said as much to the manager. She asked them,
“Would you like dessert?” My students re-emphasized their
dissatisfaction. Each time my students expressed their
unhappiness, the manager would say she was sorry. But my
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
students weren’t buying it. The manager then left without
explaining where and what she was doing. The manager
returned and told my students that their meals were free.
Even though the manager gave them free meals my students
said they will never go back to that restaurant or any other
restaurant in that chain.
So why weren’t these customers happy? The restaurant had an opportunity to turn a difficult customer service experience into a winni
So why weren’t these customers happy? The restaurant had an opportunity to turn a difficult customer service experience into a winni
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
g situation for all and squandered it. Not only
will these patrons never go back to any restaurant in that
chain, but they will tell others about their unhappy
experience. The unhappy customer, on average, will tell 27
other people about their experience. With the use of the
internet, whether web pages or e-mail, that number can
increase to the thousands, if not millions with the click of a
button. However, according to the Department of Cons
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
mer
Affairs, 82-95% of unhappy customers will come back if
impressed and actually refer five new customers.
Let’s take a look at the ten secrets that will not only win back your customer in any situation, but have them referring new customers that will add more money to your bottom line revenue.
1. Smile
Nothing can turn a hostile situation into positive moment faster than a sincere smile. A smile that says, “I want to help you.” It comm
Let’s take a look at the ten secrets that will not only win back your customer in any situation, but have them referring new customers that will add more money to your bottom line revenue.
1. Smile
Nothing can turn a hostile situation into positive moment faster than a sincere smile. A smile that says, “I want to help you.” It comm
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
unicates that you are positive about the
interaction with the customer. A sincere smile enhances the
communication process so that you can find the solution
faster.
2. Introduce Yourself as the Solution Creator
Make sure you introduce yourself, find out the customer’s name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility for finding a solution. You might say someth
2. Introduce Yourself as the Solution Creator
Make sure you introduce yourself, find out the customer’s name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility for finding a solution. You might say someth
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
ng like:
“Hello, my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it.”
Notice I didn’t say, “What’s the problem?” By using “What’s the problem?” you start the customer service situation in a negative note. The customer is thinking “You’re the problem,” “This establishment is the problem,” “The whole world is the problem,” etc. By starting your conversation with “I am here t
“Hello, my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it.”
Notice I didn’t say, “What’s the problem?” By using “What’s the problem?” you start the customer service situation in a negative note. The customer is thinking “You’re the problem,” “This establishment is the problem,” “The whole world is the problem,” etc. By starting your conversation with “I am here t
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
o assist you in this situation,
please tell me about it” you are setting up a “verbal
agreement” in the customer’s mind to move to a solution.
Note: If possible, please use the customer’s name
throughout the conversation.
3. Listen
Customers to want tell their side of the story and feel like they are not only heard but that you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer’s story wi
3. Listen
Customers to want tell their side of the story and feel like they are not only heard but that you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer’s story wi
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
h an open mind so that
you can find a solution. In the above situation, the manager
stood silently while my students were explaining their story.
Be active in your listening and create empathy (“put yourself
in the customer’s shoes”) with statements such as:
“I can appreciate what you’re saying.”
“I can understand how you’d feel that way.”
“I can see how you’d be upset.”
“It sounds as if we’ve caused you inconvenience.”
“What I understand the
“I can appreciate what you’re saying.”
“I can understand how you’d feel that way.”
“I can see how you’d be upset.”
“It sounds as if we’ve caused you inconvenience.”
“What I understand the
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ituation to be…”
Please stay away from communication that alienates the customer such as:
“I don’t know why you are so upset.”
“That’s the first complaint we ever got on that.”
“I know how you feel.” (Because you don’t) “Boy, you’re sure mad”
In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening, said, “Would you like dessert?” T
Please stay away from communication that alienates the customer such as:
“I don’t know why you are so upset.”
“That’s the first complaint we ever got on that.”
“I know how you feel.” (Because you don’t) “Boy, you’re sure mad”
In the above story, the students told the manager that they weren’t happy with the service because they didn’t have time to eat their meals. The manager, not listening, said, “Would you like dessert?” 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
he solution was not more food.
Listen for the solution!
4. Be Sorry for the Right Reasons
Be sincere in your concern for the customer and say sorry the correct way. Many times in the heat of the customer service situation we want to show some sign of concern so we do the following:
The first words of the interaction are with the words, “I’m sorry.” First, you didn’t find out any information from the customer to be sorry.
When saying you
4. Be Sorry for the Right Reasons
Be sincere in your concern for the customer and say sorry the correct way. Many times in the heat of the customer service situation we want to show some sign of concern so we do the following:
The first words of the interaction are with the words, “I’m sorry.” First, you didn’t find out any information from the customer to be sorry.
When saying you
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
re sorry, say exactly what you are
sorry for.
The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct way to say you are sorry is:
“I’m sorry you had to wait so long for your food.”
“I’m sorry that you were treated that way.”
“I’m sorry that our employee said that to you.”
“I’m sorry this situation happened to you.”
Let the customer know exactly why you are sorry. Th
The students, even though the manager kept repeating she was sorry, didn’t think the manager was sincere in her apology. The correct way to say you are sorry is:
“I’m sorry you had to wait so long for your food.”
“I’m sorry that you were treated that way.”
“I’m sorry that our employee said that to you.”
“I’m sorry this situation happened to you.”
Let the customer know exactly why you are sorry. Th
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
e
students thought the manager’s “sorrys” were insincere
because she never mentioned why she was sorry.
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask
5. Give Your Personal Assurance
Let the customer know you will personally create a solution for them. It could be as simple as saying, “I’m taking personal responsibility for this.”
6. Ask Them What They Want
One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask
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
the customer, “What would you like me/us to
do?” or “What would make this situation right for you?”
You will be surprised that in most cases the customer will ask
for less than you were expecting.
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are
7. Use Statements of Conviction
Say the following to gain the confidence of the customer:
“We’re going to do something about that!”
“We will make a change right now!”
8. Present a Clear Plan of Action
Make sure the customer knows what you are
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
oing to do to
correct the situation for them. Ninety-five percent of making
things right for the customer involves making them aware
that you are taking action to make a difference for them.
Explain to them the actions and timelines you need to take to
make things right for them. If you need to leave or make a
telephone call to obtain additional information, say:
“Excuse me while I make a telephone call to obtain the best solution for you. Thi
“Excuse me while I make a telephone call to obtain the best solution for you. Thi
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
s will take five minutes, can you
please wait?
“Excuse me, I need to ask the person with the missing piece of information so that we can quickly resolve this for you. Do you mind waiting five minutes?”
Note: Make sure you get back to the customer before the time you specified. If you promised ten minutes, get back to the customer before ten minutes. Rule of thumb, double the time it would normally take to get the information. If you know i
“Excuse me, I need to ask the person with the missing piece of information so that we can quickly resolve this for you. Do you mind waiting five minutes?”
Note: Make sure you get back to the customer before the time you specified. If you promised ten minutes, get back to the customer before ten minutes. Rule of thumb, double the time it would normally take to get the information. If you know i
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
will take ten minutes to get the answer for the
customer then tell the customer you will get back to them
within twenty minutes.
9. Move Quickly to the Solution
If you applied steps 1-8 you are ready to give the customer the solution they wanted for a win-win situation. You can confirm this by saying the following:
“Would this be agreeable for you?”
“Is this the solution you were looking for?”
“Will this make things right for you?”
10.
9. Move Quickly to the Solution
If you applied steps 1-8 you are ready to give the customer the solution they wanted for a win-win situation. You can confirm this by saying the following:
“Would this be agreeable for you?”
“Is this the solution you were looking for?”
“Will this make things right for you?”
10.
.
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
Ask for the Business
If you did everything right this is the perfect time to ask the customer to come back and do business with your organization. You showed that you were professional, caring, sincere, positive, and proactive. Why wouldn’t they do business with you again?
Some of the way you can say this include the following:
“We would appreciate the opportunity to serve you again in the future.”
“Please come back and I will personally guar
If you did everything right this is the perfect time to ask the customer to come back and do business with your organization. You showed that you were professional, caring, sincere, positive, and proactive. Why wouldn’t they do business with you again?
Some of the way you can say this include the following:
“We would appreciate the opportunity to serve you again in the future.”
“Please come back and I will personally guar
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
ntee you
receive outstanding service.”
“Here is a 20% coupon. Please use it on your next visit to our establishment.”
It’s important that you let the customer know that you appreciate their business and want them to come back. Remember, if you did everything right, not only will they come back but they will tell other people to do business with you. Use challenging customer service situations to win back your customers and build your business
“Here is a 20% coupon. Please use it on your next visit to our establishment.”
It’s important that you let the customer know that you appreciate their business and want them to come back. Remember, if you did everything right, not only will they come back but they will tell other people to do business with you. Use challenging customer service situations to win back your customers and build your business
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.diggit.org.ua/article/15653/diggit-Ten-Customer-Service-Secrets-to-Win-Back-Customers.html">Ten Customer Service Secrets to Win Back Customers</a>
BB link (for phorums):
[url=http://www.diggit.org.ua/article/15653/diggit-Ten-Customer-Service-Secrets-to-Win-Back-Customers.html]Ten Customer Service Secrets to Win Back Customers[/url]
Related Articles:
Bookmark it:
|