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Tough Love: How Actively Managing Your Customers Can Make Them (and You) Happier

  • Credit:1.0 ACCENT
  • Duration: 1 hr
  • Date:NOV.7.2018 1:00 PM - 02:00 PM

Price: $0.00

Member Price: $0.00

Rating: Member Average


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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 photo Brian Jackson, MD, MS
Medical Director, Business Development, IT and Support Services | ARUP Laboratories
Associate Professor | University of Utah
Salt Lake City, Utah


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