FDAnews Announces — Customer Complaints in Life Sciences: Managing Hostile Callers, Fraudulent Complaints and FDA Compliance Webinar, Oct. 14, 2014

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When consumers and healthcare professionals contact a manufacturer with an issue, could the consumer service team actually make things worse? In this 90-minute webinar, attendees will discover complaint-management tactics and compliance tips that can immediately help reduce risks and liability.

Customer Complaints in Life Sciences:
Managing Hostile Callers, Fraudulent Complaints and FDA Compliance
**FDAnews Webinar**
Oct. 14, 2014 — 1:30 p.m. – 3:00 p.m. EDT
http://www.fdanews.com/CustomerComplaintsLifeSciences

When consumers and healthcare professionals contact a manufacturer with an issue, could the consumer service team actually make things worse?

In the life sciences, that’s often the case, with complaints flaring into damaging publicity, FDA audits and recalls, and lawsuits from customers and shareholders.

Here’s how to give front-line representatives the skills they need to keep complaints from jeopardizing customer relations or FDA compliance.

In this 90-minute webinar, attendees will discover complaint-management tactics and compliance tips that can immediately help reduce risks and liability. From dealing with angry callers to when, how and if to respond to negative comments on social media, arm the entire team with today’s best, life-sciences-specific practices for documenting and managing conversations effectively.

Step-by-step, Customer Complaints in Life Sciences explains how to monitor and protect the company’s reputation, while still being truthful and honest about any known problems. It’s the fine-line guidance needed to meet FDA regulations and even transform hostile callers into advocates!

Attendees will learn:

  • The right front-line response to drug and device complaints
  • How to identify fraudulent complaints—red flag alerts
  • Proper documentation—what the FDA will and won’t recognize
  • Investigating serious complaints—how to get the product back and test it
  • Avoiding common (but costly) communication pitfalls
  • How to approach complaints via social media
  • Electronic Discovery Act implications—case studies on how situations can go from bad to worse

Remember, the FDA won’t hesitate to hand out warning letters for even little mistakes in handling adverse event reporting and complaint-management. Why risk letting poorly handled complaints erupt into delayed recalls, lawsuits and more?

Who Will Benefit:
This webinar is of value to companies that manufacture or distribute drugs, biotech products, biologics, devices, or diagnostics as well as outsourced customer support centers. Personnel who will benefit most include:

  • Compliance officers
  • Executive management
  • Adverse Event & Complaint Management Professionals
  • General/corporate counsel
  • Medical affairs
  • QA/QC personnel
  • Regulatory affairs professionals
  • Training personnel
  • Consumer complaint/customer service professionals

Meet The Webinar Leader:
Carol Kozlowski serves as the Manager of Crisis Management for Insurance Services at RQA Inc. Carol is a dedicated business professional with over 30 years of demonstrated success in crisis management, recall management, risk mitigation, supply chain, operations, and resource management. She has a history of providing effective leadership with focus on total organizational coordination to efficiently manage operations, provide innovative concepts and ideas, streamline operations, and implement process improvement.

Webinar Details:
Customer Complaints in Life Sciences:
Managing Hostile Callers, Fraudulent Complaints and FDA Compliance
**FDAnews Webinar**
Oct. 14, 2014 — 1:30 p.m. – 3:00 p.m. EDT
http://www.fdanews.com/CustomerComplaintsLifeSciences

Tuition:
$487 per site -- includes webinar registration and audio cds and transcripts

Easy Ways to Register:
Online: http://www.fdanews.com/CustomerComplaintsLifeSciences
By phone: 888-838-5578 or 703-538-7600

About FDAnews:
FDAnews is the premier provider of domestic and international regulatory, legislative, and business news and information for executives in industries regulated by the US FDA and the European Medicines Agency. Pharmaceutical and medical device professionals rely on FDAnews' print and electronic newsletters, books and conferences to stay in compliance with international standards and the FDA's complex and ever-changing regulations.

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Michelle Butler
FDANEWS
+1 (703) 538-7665
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