There are behaviors that are idealized for the provision of a service as such, which are recognized as the commandments for effective customer service.
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| 10 Commandments for Effective Customer (Guide For Medreps) |
Given this, a medical visitor should know them, in order to put into practice all the positive elements that can be found in the development of each one.
For this reason, they are presented in a didactic way so that they can be understood and put into practice:
- The client above all: Service quality is paramount for the value chain, by offering good treatment, cordiality, knowledge of the characteristics of the drug, ease of care and if the client needs any other service, they must be prepared for the demands.
- There is nothing impossible when you want: When a medical representative is about to start his project and has as a goal to offer products and services that satisfy the client, specific goals can be established to promote him as a great manager and pharmaceutical consultant.
You can achieve it with the application of information technologies and various free tools that show that when you have the will to provide a good service, nothing is impossible for a medical representative, which is why you must have continuous preparation in this matter ( motivation).
- Comply with everything that is promised: There are many laboratories and medical sales representatives that offer a product that is beyond the reach or taste of the consumer, resulting in a loss of clients and projection for growth. All this happens when a service is promised and the agreed guidelines are not met.
- There is only one way to satisfy the client, give him more than he expects: This is known as added value and means that the client has certain needs and requirements that must be met, but when a medical representative can offer a little more than what the client expects, can trigger loyalty relationships with the client, which represents the maximum slogan within the provision of the service.
- For the client, you make the difference: Many of the direct and indirect clients can make different purchases from the laboratory, just because they have a medical representative with sufficient professional ethics to give effective advice about the benefits that this drug entails. . The difference in the attention of the service may be in what the medical representative does.
- Failing at one point means failing at everything: From the moment a medical visitor renders his services, he must take care of the least; since today's customer has no patience, so if you treat him well, he will feel comfortable, otherwise the customer will not recommend them and will also make bad publicity, so it must be added that the best publicity is the one made by the client through their comments or recommendations.
- A dissatisfied employee generates dissatisfied clients: The intrinsic needs such as motivation, communication, are projected in the will that the medical visitor will have to serve the client in a pleasant way, since many laboratories tend to hire visitors and forget to train them as well as to ensure their needs by increasing their dissatisfaction, this will lead to them treating the client badly and that will be reflected in the organization.
- The judgment about the quality of service is made by the customer: It is more than true that it is the customer who is right, he has the judgment about the service he receives, therefore many companies use surveys or questionnaires that allow them to improve, it is a mirror because they see through the results and measure the service they are offering, this allows them to work on their weaknesses.
- No matter how good a service is, it can always be improved: In this case, the medical representative cannot be satisfied with providing an efficient service and, on the other hand, there are positive evaluations about their work, since the competition is very strong. and in the same way, the client presents himself informing about all the things that have to do with the provision of the service that they are going to acquire.
Aspects within the value chain of the pharmaceutical service can always be improved, which is why the different trainings must be taken into account to improve the operational and technical capacities of the medical representative.
- When it comes to satisfying the customer, we are all a team: The team is made up of communication and the willingness to do the job well, which means a medical representative must rely on the laboratory staff to learn about the characteristics of the product and some elements that may not be found in the prescription, as well as the efficient and ethical interaction between you and the doctor, in order to provide the best recommendations to the patient to improve their health condition and thus comply with all the precepts of quality of service.
Knowing each one of these commandments, it would be a pending task to adhere to each one of them so that the medical visitor's service improves and in this way, have a pending assignment for the continuous improvement of the service and be able to innovate in this sense to specify a relative improvement of the whole sector.