Applied Phlebotomy Video Series: Delivering World-Class Customer Service (DVD)
This lecture 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. (Released 2015)
This video qualifies viewers to obtain 1 unit of P.A.C.E. continuing education credit. (Additional fee applies.)
Presenter: Dennis J. Ernst MT(ASCP)
Running time: 37:06 minutes
Closed Captioned by the National Captioning Institute.
Standard version: Consistent with the latest CLSI venipuncture standard (GP41-A7, released in 2017).
Online viewing: Consider the streaming option for instant access.
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