Released: March 2016
Expires: March 2018

Overview

Exceptional customer service is essential for gaining new clients and maintaining customer loyalty. It is a key competitive differentiator and a feature prevalent among high-performance laboratories. To assist you and your staff, Mayo Medical Laboratories is pleased to offer two online customer service modules. These modules are a tool to enhance interactions with your clients and build an exceptional customer service experience.

Estimated time to view material is 30 minutes per module

Intended Audience

This program is appropriate for everyone in the laboratory, regardless of function or level of experience.

Disclaimer

Attendance in this Mayo on-line training does not indicate nor guarantee competence or proficiency in the performance of any procedures that may be discussed or taught in this course.

Notes:

  • For the optimal viewing experience, please use Google Chrome or Mozilla Firefox.
  • To play or pause the module, simply click on the video pane.

Training Modules

 

Module 1

Proceed to the quiz to obtain credit.

After completing Module 1, participants should be able to:

  • Recognize when it’s appropriate to extend an apology versus an acknowledgement.
  • List the five steps to achieving effective service recovery.
  • Demonstrate a positive service attitude.
  • Develop a mission statement.
  • Identify which stage of the service cycle has the greatest influence on customer loyalty.

Module 2

Proceed to the quiz to obtain credit.

After completing Module 2, participants should be able to:

  • List several attributes which are necessary for building customer loyalty.
  • Implement active listening to become more effective in communicating with customers.
  • Recognize how to manage both the task and relationship aspects of service.
  • Determine the importance of using specific language when communicating expectations.

 

Credit

The following types of credit are offered for our Customer Service programs:

ASCLS P.A.C.E.®

To obtain credit:

  1. Complete the full learning module.
  2. Complete the posttest and evaluation by clicking on the link provided. You may be prompted to sign in.
  3. Generate and print your certificate(s) upon passing the quiz.

For an instruction sheet that describes the process, see http://www.cme-evaluations.com/instructions.pdf.

Note: Participants requesting P.A.C.E. credit, in compliance with ASCLS P.A.C.E. program requirements, must attain a score of 70% or higher on the posttest to obtain a certificate.

Mayo Medical Laboratories is approved as a provider of continuing education programs in the Clinical Laboratory Sciences by the ASCLS P.A.C.E.® program. This program has been approved for a maximum of 1.0 P.A.C.E.® contact hours (.5 per module). The level of instruction for this program is intermediate.

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This post was developed by our Education and Technical Publications Team.