2. 1.Definition of feedback
2.Importance of feedback
3.Source of feedback
4.How to collect pharmacy feedback
5.How to benefit from feedback
6.Giving feedback
3. it is a process in which the effect or
output of an action is 'returned' (fed-
back) to modify the next action
5. Customer feedback is vital to making a
business work. Your customers are the
heart of your operation; without them,
it would be impossible to have any of
the success that you do. Customer
feedback can be an excellent way to
keep your business going in a positive
direction.
6. Customer feedback is a vital way to
get honest opinions on your
services or products from people
who are familiar with them. These
opinions can make it easier to get
into the minds of the most
important critics.
7. When customers feel that a
business truly cares about them
and what they think, they may be
more likely to be loyal customers.
When a business makes changes
according to feedback, it shows
that they truly listen and respect
those opinions.
8. Some businesses pay thousands of
dollars for someone to come in and
tell them what improvements need to
be made to the business to get more
customers. Customer feedback is
essentially inexpensive business
advice directly from the source.
9. When a business is willing to
receive feedback and listen to it,
word spreads and more customers
may be willing to give you a shot
based on your commitment to
excellent customer service.
10. Determine prescription habit ,average cost
of the prescription ,prefer monotherapy or
combination ,stick to few brands only or use
many alternative
Determine doctor preference (brand
oriented or generic oriented)
Thus you can discover the need of your
customer
13. •First step: Introduce yourself and your company
•Choose the time
•Target the right person
the key person in the pharmacy may be :
director
pharmacist in the main shift
assistant
•Relationship with the key person is the key for
successful feedback
14. • Customize your language according to the audient
it must be simple , short , it may be
completely in arabic
mainly if you are taking to an assistant
• the pharmacist is also a customer for you so you
must show interest for him and try to satisfy his
need
15. To take an accurate feedback it must be :
1- Quantitative feedback
- How many prescription /day/week/month
- Rank in comparison with other competitors
- to collect data about other competitors
enumerate the other competitors for the
pharmacist with the trade names
16. 2- Qualitative feedback
- Which concentration is preferred
- Your drug is used alone
or in combination
- In which indication it is mainly
prescribed
- Dose of the drug
18. Determine the position of doctors on
the buying ladder
Aware Consider Trial Regular
Drug of
choice
19. Setting objective for the call (SMART)
Customize call according to each doctor
and the feedback (main competitor ,
prescription habbit ,etc. ….)
Speed up the call
20. When you are giving feedback you must take into
account some point:
-Be honest and do not exaggerate or
underestimate any feedback
-Be positive do not let a negative feedback
demotivate you but always search for
opportunities and solutions and consider it as a
challenge
-Categorize and summarize do not be boring
telling every thing is not a feedback
21. -Be clear about what you want to say
before you say it
-Share your feedback in a concise and
specific manner, then you can embellish
- Avoid generalizations.
