Customer Service

Customer Service : 

Customer Service

Learning Objectives : 

Customer Service-Module 13 2 2 Learning Objectives At the end of this module, participants will be able to: Recognize the variety of laboratory customer groups. Develop methods to measure customer satisfaction. Discuss problems that may develop with customers. Suggest solutions for customer service problems. Discuss how quality management processes help the laboratory meet customer group needs and requirements.

Scenario : 

Customer Service-Module 13 3 3 Scenario A few of your customers have complained about long delays in reporting HIV test results. You have confirmed that the delay is unreasonable and you solved the problem. How can you restore confidence with your customers?

The Quality Management System : 

Customer Service-Module 13 4 4 The Quality Management System

Slide 5: 

Customer Service-Module 13 5 5 Philip Crosby Four Absolutes of Quality Management 1979 Quality is meeting customer needs

Who is Responsible for Customer Service? : 

Customer Service-Module 13 6 6 Who is Responsible for Customer Service? Everyone in the laboratory!

Program for improving customer satisfaction : 

Customer Service-Module 13 Program for improving customer satisfaction Requires: commitment from all staff planning knowledge of monitoring tools resources 7

The Laboratory and its Clients : 

Customer Service-Module 13 8 8 Community The Laboratory and its Clients Patients Public Health Laboratory PhysiciansHealth care provider

The laboratory shall be legally identifiable : 

Customer Service-Module 13 9 9 The laboratory shall be legally identifiable name address director contact information telephone facsimile electronic

Physician Requirements : 

Customer Service-Module 13 10 10 Community Physician Requirements Patients Public Health Laboratory Physicians Accurate information Interpretable information Timeliness

Actions to Meet Physician Requirements : 

Customer Service-Module 13 11 11 Actions to Meet Physician Requirements

Patient Requirements : 

Customer Service-Module 13 12 12 Information Safety Comfort Privacy Community Patient Requirements Patients Public Health Laboratory Physicians

Actions to meet patient requirements : 

Customer Service-Module 13 13 13 Actions to meet patient requirements provide collection information provide collection facilities trained and knowledgeable personnel confidentiality of records maintenance of records CONFIDENTIAL

Provide information for patients : 

Customer Service-Module 13 14 14 Provide information for patients laboratory address and location – directions hours of operation bilingual/ multilingual staff

Collection Requirements : 

Customer Service-Module 13 15 15 Collection Requirements patient identification patient preparation type of sample required type of container needed labeling special handling safety precautions

Slide 16: 

Customer Service-Module 13 16 16 Provide clean, private sample collection rooms

Public Health Requirements : 

Customer Service-Module 13 17 17 Community Public Health Requirements Patients Public Health Community Laboratory Physicians Information Materials Safety Containment

Slide 18: 

Customer Service-Module 13 18 18 Meeting the Community, Public Requirements Laboratory

Client Requirements : 

Customer Service-Module 13 19 19 Laboratory inspected and accredited to high standards Client Requirements

Good customer service provides: : 

Customer Service-Module 13 20 20 Good customer service provides: valuable information for best patient care valuable information to improve surveillance professional image of laboratory Customer service is an integral part of a quality management system

Methods for Assessing Customer Satisfaction : 

Customer Service-Module 13 21 21 Methods for Assessing Customer Satisfaction

Received complaints may reflect only the “Tip of the Iceberg” : 

Customer Service-Module 13 22 22 Received complaints may reflect only the “Tip of the Iceberg”

Complaints : 

Customer Service-Module 13 23 23 Complaints Actual dissatisfied customers!

Assessment Methods : 

Customer Service-Module 13 24 Assessment Methods Monitoring quality indicators Conducting internal audits Reviewing by management ACTION

Slide 25: 

Customer Service-Module 13 25 25 Customer surveys are a requirement of quality management systems (ISO 9001)

Customer Surveys : 

Customer Service-Module 13 26 26 Customer Surveys Successful surveys

Survey Interview Tips : 

Customer Service-Module 13 27 27 Survey Interview Tips write out questions in advance ask specific questions and an open-ended question  provide honest feedback “How could the laboratory improve its service to you?”

Focus groups : 

Customer Service-Module 13 28 Focus groups When conducting focus group discussions, consider: using small groups of 8-10 people including people with diverse backgrounds and laboratory needs start by asking questions that build trust develop a focus group guide for consistency between groups ask only open-ended questions—not “yes or no”.

Measuring Customer Satisfaction: Opportunity for Improvement : 

Customer Service-Module 13 29 29 Measuring Customer Satisfaction: Opportunity for Improvement Surveys, indicators, audits Information Process improvement

Slide 30: 

Customer Service-Module 13 30 30 An active Quality Management System ensures laboratories meet all client requirements

Summary : 

Customer Service-Module 13 31 31 Summary Customer service is an integral part of a quality management system. It is important for the laboratory to: have commitment to process conduct planning and monitoring know and understand clients and their needs provide resources for program

Key Messages : 

Customer Service-Module 13 Key Messages Meeting customer needs is a primary goal of the laboratory An active quality management system ensures laboratories meet all client requirements Everyone in the laboratory is responsible for quality, and therefore for customer service 32

Questions?Comments? : 

Customer Service-Module 13 33 33 Questions?Comments?