Customer Service Training Modules

OVERVIEW

TRAINING MODULES

CREDIT

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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 Clinic 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.

Objectives

Module 1 Objectives

After completing this module, participants should be able to:

• List several attributes which are necessary for building customer loyalty.
• Identify which stage of the service cycle has the greatest influence on customer loyalty.
• Determine the importance of using specific language when communicating expectations.
• Recognize how to manage both the task and the relationship aspects of service.

Module 2 Objectives

After completing this module, participants should be able to:

• Demonstrate a positive service attitude.
• Implement active listening to become more effective in communicating with customers.
• List the five steps to achieving effective service recovery.

Training Modules

**Note: For optimal viewing experience, please use Google Chrome or Mozilla Firefox.

• To play or pause the module, simply click on the video pane.

Approximate time for completion: 30 minutes (15 minutes per module)

Intended Audience

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

Level of Instruction

Basic

Credit

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

ASCLS P.A.C.E.®

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 .5 P.A.C.E® contact hour.

To obtain credit:

1. Watch the modules.
2. Participate in the activities.
3. Complete the posttest and evaluation that launces immediately following the video.
4. Generate and print your certificate.

MCL Education

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