Customer Service Training Modules
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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:
- Watch the modules.
- Participate in the activities.
- Complete the posttest and evaluation that launches immediately following the video.
- Generate and print your certificate.
Questions?
Contact us: mcleducation@mayo.edu
