How would you address a customer's concerns about potential side effects of a new medical device?

Listen to get customers experience, learn practical things beyond theory to understand customers /user experience , but this active listening should be on selected customers

Empathize: Show understanding and empathy for their concerns. Use phrases like, "I understand that you're worried about potential side effects." Clarify Concerns: Ask open-ended questions to get a detailed understanding of their specific worries.

This is not the time to stand away from the patient/client with your arms folded across your chest. Lean in and participate.

Requiere una combinación de empatía, información precisa y comunicación clara. Puntos clave: 1) Escucha las preocupaciones del cliente sin interrumpirlo; muestra que entiendes sus preocupaciones y que son importantes para ti. 2) Ofrece información respaldada por estudios científicos y aprobaciones regulatorias. 3) Explica los posibles efectos secundarios, su frecuencia y la severidad esperada. Importante: cuenta los beneficios del producto y cómo estos superan los riesgos potenciales. Si hay incertidumbres o riesgos desconocidos, comunícalos de manera honesta. 4) Ofrece folletos, enlaces a sitios web confiables o estudios relevantes que puedan leer. 5) Ofrece seguimiento y soporte de otros expertos. 6. Comparte casos de éxito con estudios

If you don’t dispel the noise and misinformation, someone way less qualified may make the situation worse. Expert information given in a caring and concerned manner will go a long way.

It’s is normal for patients to have concerns about side effects and it is best to give them comfort by educating them on benefits and also the side effects of whatever procedure it is. This helps to clear misconceptions they may have and gives them a chance to embrace the best option available.

Offering support in an empathic way is essential to helping people know that they won’t be alone in trying figure out any questions or problems that arise.

Take time to reach out to them after initiating their use to follow up, answer questions, and then elicit feedback. This not only gets more information for you and future clients, but also shows them you were honest about supporting them.

Give perspective. As senior clinician we often have experienced their concerns in some similar fashion. If they know your invested and understand their concerns, you can be more effective as their advocate

You can address concerns through proper instructions for use, hands on training, responding to open ended questions and communication.