Product recalls can be costly and damaging for many highly regulated industries, but are especially challenging for the medical device industry as the products pose significant risks for patients. The FDA recently released the final ruling on unique device identifiers (UDI) in September of 2013, which aims to enhance the quality of information in adverse event reports, ultimately aiding regulators in identifying product problems more quickly. Customer service teams are one of many stakeholders involved in recall process and are often at the forefront when dealing with customers. As device recalls continue to increase, it is paramount that customer service teams are well prepared while continuing to provide a superior level of courtesy.
- Customer operations teams as first line of communication
- Opportunity for customer teams to identify potential issues
- Training teams to handle incoming customer complaints
Director, Customer Support
KARL STORZ Endoscopy-America