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
Overview, Regulations, Guidelines & Patient Communications DIA 2007
19 10 2007
Best practice in medical information, providing a service in Central Eastern Europe, regulations update, communicating with patients & asking your customers what they think – standards in med info. DIA Medical Information & Communications workshop Madrid 2007.
