Among other variables, three of the most important factors in any successful business are products, customers, and employees. On the one hand is the hardware – including research, competitive value for money prices, and unique product features. On the other hand, is the software – the human side of things: employees and customers.
While companies seldom can choose their customers, they can choose who they work with to represent them. At Nipro, we are proud to have teams of Customer Service Specialists globally who deliver exceptional service to our customers. One of our customers from Diaverum (Kazakhstan and Kyrgyzstan) sums up his positive experience with the Nipro customer service team:
“I must highlight the customer-oriented service and efficiency of the customer service team. We have managed to overcome tough obstacles thanks to your dedication and efficiency. Through daily calls and emails, Nipro has efficiently shipped required quantities of goods ahead of scheduled dates, in order to meet product registration deadlines.”
Top tips from Nipro colleagues who work in customer service, include:
- Treat all with respect and dignity - every customer should feel valued, regardless of the situation.
- Know your products thoroughly – be accurate and have an effective follow-up.
- Provide information in a clear and understandable manner.
And the golden rule?
Beyond this, it is essential to bear in mind that customer service is not something that can be carried out only by those in dedicated customer service positions. As this testimonial from a Nipro client in Greece, Innovis Pharma, shows, customer service is a team effort and efficient response at every step is essential to meet (and exceed) customer satisfaction.
“On June 30, Dr. Kalogeropoulos, Clinical Lead for Coronary Interventions at Mitera Hospital, called us as he had a procedure scheduled for July 13 on a patient for whom it was absolutely necessary to be screened with NIRS/IVUS. We sent a request to Nipro to have the Makoto System and IVUS catheters in Athens by the latest on July 11, as well as a request for a clinical specialist to support the case.
Nipro responds immediately – Marianna Evangelopoulou, Nipro’s Regulatory Affairs Officer, sends all the necessary documents to Innovis in order for the products to be registered at the National Registry of Medical Devices. On July 3, Markus Stöhr, Nipro’s Marketing Manager, checks the inventory in order to confirm there is a Makoto console in the Nipro warehouse that could be shipped, then informs Innovis to whom the order should be addressed.
The next day, Innovis sends two separate orders for a Makoto system and catheters for a next-day delivery. Markus Stöhr informs Innovis that Mark Green, Nipro’s Clinical Training and Education Manager, would provide the clinical support, and Krista Spreuwers, Nipro’s EMEA Customer Service Manager, would provide the logistics. On July 5, Nancy Goovaerts, Nipro’s Customer Service Specialist, joins the team to take charge of PO placements, shipping, and documentation. On July 6, Nipro ships the order to Innovis. Markus Stöhr changes his planning so that he can accompany Mark Green to Athens.
On July 8, Dr. Kalogeropoulos informs Innovis that there would be 3-4 cases, and so Innovis places a second order for catheters.
The Makoto system is delivered in time to the Innovis medical warehouse by July 10, and Nipro sends the extra catheters with a next-day delivery. Christian Renar, Nipro’s Technical Service Manager, informs the client that he will bring along various types of cables in order to be prepared for all possibilities to connect the external screen.
By July 11, the extra catheters arrive at the Innovis medical warehouse. On July 12, Christian Renar, together with a team from Innovis, assembles the Makoto system at the Innovis medical office and the system is delivered to the hospital. On that same day, Aaron Nepper, Nipro’s Director (Vascular), sends the Instructions For Use in Greek, and the registration process of the products to the National Registry of Medical Devices is completed. Innovis delivers the catheters to the hospital.
The next day, on July 13, everyone is at the Mitera Hospital at 7am ready to lend their support. Four successful cases are performed by Dr. Kalogeropoulos and Dr. Rigopoulos, an interventional cardiologist.”
In conclusion, customers always remember how they are treated, and are usually especially appreciative when you go the extra mile for them. They remember when they are not treated as just another number on an endless list, and when efforts are made to personalize the response that they receive. The basic underlying guideline to good customer service is good communication – an essential to finding any solution.
