2. • Customer care is one of the most important
aspects even you have the best products
without good customer care your business
will fail .

3. • Customers are divided into :
1- internal customers
2-external customers

4.  pharmacists
 Prescribers
 Distributors
 Assistants
 Hospital administrative
employee

6. Medical rep must know about his
company rules , culture , support ,
service, mission & vision .

7. • Overnights , abroad trips , lunch
invitations don’t mean our company
service.
• The most valuable service offered by
our company is
• Company services are :
 Medical rep
 Promotion tools
Medical rep

8. 1. Proactive
2. Begin with the end in mind
3. Put First Things First
4. Think Win/Win
5. Synergize
6. reliability

9. 7. Empathy
8. Assertiveness
9. Tangible
10. Strategic thinking
11. Adaptability
12.Flexibility
13.Ability to learn
14.Concern for impact

10. Promotion
tools
Detailing
aid & Trials
Tools
&Gimmicks
Activities
Pharmacy
bounce
conferences

12. • Communication is one of the most
important skill in customer care .
Verbal
communication
Non-Verbal
communication
Listeningskills

13. 37%
37%
24%
2%
customer leavebad service
competitors
dissatisfied with the
product
die & move away

14. • Is the most important person in our
business .
• Is not dependant on us , we depend on him .
• Is not an interruption of our work ,he is the
purpose of it .
• We don’t do a favor by serving him , he is
doing us a favor by giving us an opportunity
to do so .