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.

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.

• Contact:
  Lucy Agro