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How should laboratories treat their clinician customers? On one hand, laboratories want to provide excellent customer service by accommodating their clinical customers’ preferences. On the other hand, laboratories need to enforce standardized processes such as proper specimen submission. This pre-recorded webinar will provide examples from other industries to illustrate how a “tough love” approach can produce high levels of process quality and clinician loyalty at the same time.
What you will learn
How to identify problems that can result from a “customer is already right” approach to laboratory services
How a customer contributes to the overall quality of laboratory services
The importance of cultural motivation in producing alignment between laboratories and their clinical customers
List techniques that can induce and reinforce desired behaviors on the part of clinical customers
Brian Jackson, MD, MS
Medical Director, Business Development, IT and Support Services | ARUP Laboratories
Associate Professor | University of Utah
Salt Lake City, Utah