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9910.20 Delivering World-Class Customer Service
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About this item

In partnership with the Center for Phlebotomy Education, Inc.

Description: This presentation discusses key concepts in customer service excellence. Emphasis is placed on telephone etiquette, behaviors that reflect and detract from professionalism, positive patient interactions, and dealing with difficult/demanding patients and co-workers. Positive and negative patient experiences are contrasted to illustrate their impact on the patients' perception of the laboratory, and the quality of care they receive. The presentation concludes with a discussion on how managers can inspire a culture of customer service excellence.

 

Course/Activity Information

Learning Outcomes:

  • Identify behaviors that impart a negative impression on the clinical laboratory;
  • Discuss the importance of projecting a positive impression of the clinical laboratory;
  • List strategies managers can implement to foster a culture of customer service excellence.

 

Author: Dennis J. Ernst MT(ASCP), NCPT(NCCT)

Director Center for Phlebotomy Education, Inc.

 

PEP hours: 1.0

CPS credits: 0

*Note: PEP hours and/or CPS credits will only be awarded upon successful completion of the quiz.

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