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Delivering World-Class Customer Service DVD

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
Applied Phlebotomy Lecture Collection
5: Delivering World-Class Customer Service
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