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.
This video qualifies viewers to obtain 1 unit of P.A.C.E.
continuing education credit. (Additional fee applies.)