hey guys Serg here back with another
video today we're gonna be talking about
one skill that they do not teach you in
school hey guys
ECR G here back with another video today
we're gonna be talking about one skill
they do not teach you in school now
there are probably a lot of skills that
they don't teach you in school as we're
coming to find out more and more in 2018
2019 2020 but one especially that you're
gonna need in clinical research and
probably in most of you guys as fields
in general is simply customer service
now this isn't a groundbreaking skill
but this is something that is so
important especially to people that
spent a lot of time on the phone face to
face meetings
email instant message but when I say
customer service I'm talking about all
of these arenas here that you've got to
be good at you've got to be able to
write emails you've got to be able to
instant message you've got to be able to
talk on the phone very well so I know a
lot of people in all different facets of
the business or in business you're gonna
be on the phone especially in clinical
research if you're in study startup
you're gonna be on the phone talking to
sites if you're in clinical operations
your CRA a CMA and in-house CRA even a
CT a clinical trial assistant you're
gonna be on the phone talking with sites
and you know if you're on the project
management side you're gonna be on the
phone talking with the sponsor every
single week you're gonna be talking to
your study team every single week
there's meetings meetings meetings
project managers need customer service
pretty much everyone needs customer
service then when you get up to the
executive level you're gonna need great
customer service you're gonna be giving
presentations you can be going to
conferences meeting people might be
going to kickoff meetings investigator
meetings all type of conferences and
meetings so you need to develop this
skill from an early age customer service
and this is something that you can
develop
no matter at what stage of your life
you're in you know if you're in college
you can go to program or go away
programs where you get familiar interact
with different people building rapport
with new people because if you're not
good at that you're gonna have a hard
time struggling you could be the
smartest person in the room know
everything about everything but if you
don't have good customer service skills
that interpersonal skills the ability to
make people feel comfortable and give
you the information and the ability to
ask questions feel comfortable asking
questions ask hard questions over and
over again you're gonna be not very
successful in a lot of different roles
especially in clinical research because
patients lives are at risk here so
customer service is a huge skill and I'm
sure as you guys are thinking about this
you're like wow I guess that is customer
service and it's a huge shock for a lot
of people because they aren't familiar
with talking to new people that way they
aren't familiar with making new friends
and really developing relationships with
people and it's really a shame and you
know you can you can do a lot of things
to get better at it just expose yourself
to more and more things or you can learn
on the job make sure you get internships
etc and you know people with bad
customer service skills you get found
out real quick people find that out real
quick they don't enjoy working with you
it's always a drag on their day to work
with you you bring down the morale of a
team and you know there's just a lot of
negatives for having bad customer
service skills so I think this is a huge
skill and I don't know how schools could
really teach this I'm I'm not really a
teacher per se so that's up to them to
find out but I'm just saying this is one
skill that we use a lot in clinical
research customer service and you know
because you're dealing with customers
and clients and all had all angles you
know like I'd like I said before if
you're on the project management side of
things you're dealing with the customer
who's paying the sponsor if you're on
the clinical operations side of things
and you're dealing with the site person
and you've got to interact with them
smoothly and nicely and you've got to be
easy to work with easy to get along with
in order to be successful in clinical
research and I'm sure and a lot of other
businesses as well so especially if
you're in sales
you gotta have great customer service
and this is something we always talk
about with companies you know Airlines
we want flight attendants to have great
customer service we want the customer
service representatives when you call up
on the phone to have great customer
service well look inside yourself and
see if you have great customer service
skills because there are times for sure
when you're going to be using it it's
not just for a customer service
representative and people of that sort
that's for everybody everybody has a
customer and you've got to be able to
talk to them in an efficient and smooth
manner especially as we move more toys
voice like you guys are probably
listening to this video and you know
just just hearing and and sending
messages through voice and things of
that nature then video gotta have great
customer service skills so there are a
bunch of other skills they probably
don't teach you in school but I just
feel like in school they teach you a lot
of stuff you don't need to know and this
is something that I personally use on
the daily pretty much all day every day
and it's not given the proper attention
it deserves instead they want to teach
stuff that you can just google on the
internet or like or things of that
nature and I'm not really making this
video to bash on schools but geez I
literally use that skill eight hours a
day every day 365 and it's something
that you know maybe there should be some
training in the in the school system
about because it's that vital and I'm
sure you guys use it too whether you
realize it or not so there we have it
one skill that they do not teach in
school but you guys should continue to
cultivate as you grow in your career so
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