Customer Service Training Modules

OVERVIEW

TRAINING MODULES

CREDIT

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Expires: September 14, 2022

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

ASCLS P.A.C.E.®

Mayo Clinic 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 launches immediately following the video.
4. Generate and print your certificate.

Questions?

Contact us: mcleducation@mayo.edu

MCL Education

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