CD/DVD

Delivering World-Class Customer Service

Applied Phlebotomy: Delivering World-Class Customer Service
  • Copyright: 2014
  • Author: Dennis Ernst
  • Speaker: Dennis Ernst

Price: $249.00

Member Price: $249.00

Rating: Member Average

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.)