Warning: Customer Service Rant to follow! Customer service is under valued and under delivered. When was the last time you were wowed by a company going above and beyond to earn or keep your business? Did you compliment them? How about bad service? Did you let them know?
Even though JCB Laboratories is a highly specialized company, we realize our customers always have choices. Recently, I took a call from the Director of Nursing (DON) of a surgery center that was not a current customer. They had received some mitomycin ophthalmic solution from another compounder and there were quality and storage issues with the shipment. When the DON called the supplying pharmacy to discuss, the automated attendant directed her to a clerk. The clerk’s explanation was not sufficient so the DON asked to speak to a pharmacist. This happened on a Friday and, for some reason, there was no pharmacist available. When we talked to this nurse on Monday, she still had not heard from a pharmacist, or anyone, who could address her concerns, let alone solve her problem. Such customer service is totally unacceptable.
I believe there are three principles of customer service that should be a given: Be Courteous, Be Prompt, and Be Helpful. The pharmacy in the example above broke at least two of those principles, if not all three! Here at JCB, we take this seriously. Following are direct quotes from customers that appreciate the service priorities that JCB delivers:
Be Prompt: “I received the hyaluronidase yesterday and I just wanted to thank you for such prompt service. You are awesome to work with.” – Diane K
Be Courteous: “JCB is an incredible company. Laurie thanked me for introducing them to JCB and said the customer service was absolutely the best.” – Jan M
Be Helpful: “Thank you for your time, patience, and guidance! We look forward to more coordination with you in the weeks and years to come!” – Matt N
When you call a company, you should expect to speak to a qualified representative immediately. At JCB, our phones are answered by Certified Pharmacy Technicians or pharmacists. And, JCB’s pharmacists are available when you need them – 24 hours a day.
At JCB Laboratories, your calls and emails are not seen as an interruption, but rather an opportunity. Your needs are the reason we are here. It seems clear to me that our responsiveness to our customers and our dedication to solving their problems, are a major part of the reason we are growing as fast as we are.
Is our customer service perfect? No, but it’s consistently good and we are always working to make it better. And yes, the DON with the mitomycin issue is now a JCB Laboratories customer.