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It’s time to roll out the red carpet for healthcare professionals

Whether we’re buying something as simple as a toaster or as expensive as a new car, we’ve all come to expect fantastic service at every stage of the customer journey. And as Adam Occleshaw, Ashfield Business Manager, explains, healthcare professionals are no different – they want the red-carpet treatment too.

We live in the age of the customer. Take Amazon: whatever your criticisms of the online behemoth, you can’t fault its seamless customer service. From one-click ordering and super-fast delivery, to no-quibble returns and now the new Alexa Voice Service, it’s easy to take such an effortless experience for granted.

But not everyone gets it right. We’re all familiar with the frustrations of phoning a company, waiting on hold, explaining the same problem several times to different people and being left with a feeling that nobody really understands you – or even cares.

Regardless of the industry, customer relations don’t start with a customer services team, they start with sales. It’s at this point that those crucial first impressions and expectations are formed. The journey may then move onto a customer service department and that transition should be seamless and integrated. So why is it that up to 70% of companies admit a disconnect between sales and service*?

Pharma companies are no exception.

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3rd August 2017


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