News Articles Grouped by Tag
Are you employing Welcomers or Robots?
04 03 2012
Every business needs to have “Welcomers” on the front line to succeed. So who are Welcomers? They are people who give outstanding customer service. You always know when you’ve met one as they make a lasting impression. The Welcomers Edge. Unlocking the Secrets of Repeat Business by Richard R Shapiro is a must read book for every Medical Information & Medical Affairs Manager. Find out if you have a team that includes Welcomers, Robots, Indifferents or Hostiles. Learn how to turn your Robots into Wannabee Welcomers.
Outsource or Off-shore – the choice is yours!
10 03 2009
Experiences of off-shoring part of the Pfizer US medical information service to customer contact center to India. A presentation at the DIA 2009 US Med Comms Workshop.
Got to keep the customer satisfied. DIA US 2008
12 03 2008
Listening to healthcare professional and patient customers – identifying their needs, promoting the value of the Voice of the Customer (VOC) and measuring customer satisfaction effectively. Part 3 DIA Medical Communications Conference review. How to measure customer satisfaction and bring the voice of the customer to your company
Managing Contact Centers – DIA US 2008
11 03 2008
Managing contact centers & IVR programmes. How you can control and manage call centres and develop Interactive Voice Response (IVR) self-service programmes. Part 2. Meeting review of DIA Medical Communications Conference March 2008, Florida, US.
Global & regional collaborations plus technology. DIA 2007
20 10 2007
“Asking is the beginning of receiving. Make sure you
don’t go to the ocean with a teaspoon…”
Jim Rohn (thanks to Alexander Bedenkov, Schering Plough)
Could the programme for day two live up to the high standards and inspiring presentations set by day one? You bet!
