5: Delivering World-Class Customer Service
Essential Customer-Service Training for Healthcare Professionals
- Focuses on key concepts in customer service with an emphasis on telephone etiquette, behaviors that reflect and detract from professionalism, positive patient interactions, and dealing with difficult and demanding patients
- Positive and negative patient experiences are contrasted to illustrate their impact on patients’ perceptions of the laboratory and the quality of care they receive
- Also includes a discussion on how managers can inspire a culture of superior customer service
- Based on the current CLSI standards and guidelines
- Written, produced, and directed by Dennis J. Ernst MT(ASCP) from the Center for Phlebotomy Education
- Each DVD qualifies for one hour of ACLS P.A.C.E. Continuing Education Credit
Essential Customer-Service Training for Healthcare Professionals
- Focuses on key concepts in customer service with an emphasis on telephone etiquette, behaviors that reflect and detract from professionalism, positive patient interactions, and dealing with difficult and demanding patients
- Positive and negative patient experiences are contrasted to illustrate their impact on patients’ perceptions of the laboratory and the quality of care they receive
- Also includes a discussion on how managers can inspire a culture of superior customer service
- Based on the current CLSI standards and guidelines
- Written, produced, and directed by Dennis J. Ernst MT(ASCP) from the Center for Phlebotomy Education
- Each DVD qualifies for one hour of ACLS P.A.C.E. Continuing Education Credit
