Streaming Video: Delivering World-Class Customer Service (annual subscription)
A studio-recorded lecture streamed online to your computer through the Phlebotomy Channel. What's the Phlebotomy Channel?
Note: this is for an annual subscription only. For one-time viewing, purchase the single-view license.
Running time: 37:06
Closed-captioned: by the National Captioning Institute
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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. Includes access to CE questions for inhouse use. This video qualifies viewers to obtain 1 unit of P.A.C.E. continuing education credit. (Additional fee applies.)