Despite our best efforts, customer service failures can happen at any stage of laboratory testing. In these times, good service recovery can restore a negative customer experience to a positive one, but it requires a plan to address issues, complaints, and concerns from customers. Below are guidance, insights, and ideas to help outreach laboratories create or enhance service recovery plans for the best outcomes.
Best practices
- Notify customers quickly: You should notify the customer as soon as a problem is identified. If customers send specimens at the end of their office hours, next day notification is appropriate, but you should contact them immediately if an issue arises during their business hours.
- Empower staff: Empowering laboratory staff to intervene allows service recovery to happen in real time instead of waiting until a manager or supervisor is on duty. Quick action restores customer trust and confidence, while unresolved issues may compound over time, making service recovery more difficult.
- Listen and gather facts: An effective response requires a complete understanding of what happened. Gather relevant information about the incident. Ask questions and thoughtfully listen to the answers to clarify and fully understand the situation.
- Show empathy and apologize: Acknowledge the inconvenience the issue has caused and show empathy for the customer’s situation.
- Communicate clearly: Always keep the customer informed of the situation and how you are resolving the issue.
- Resolve concerns swiftly: Resolve the issue as quickly as possible to minimize any additional frustration.
- Follow-up: Ensure the customer is satisfied with the outcome by following up after you address the problem.
- Document the issue: Clearly record the incident and have a process in place to review issues and take steps to prevent similar situations in the future.
Service recovery for common challenges
It can be helpful to develop service recovery procedures and scripting for common or likely scenarios. This helps prepare and empower staff, allows a faster response, and ensures a standard and consistent customer message. Below are service recovery suggestions for five common customer service issues outreach laboratories encounter.
1.
Sample contamination or mishandling
A specimen is contaminated, mishandled, or improperly stored within the laboratory; test results are inaccurate or invalid.
- Offer to repeat the test free of charge or at a discounted rate.
- Turnaround the re-test quickly.
- Ensure that the specimen is processed correctly on the second attempt.
2.
Delayed specimen processing or reporting
Specimens take longer than expected to process or reports are delayed.
- Take accountability and offer expedited service at no extra cost if an internal issue causes the delay.
- Consider offering an alternative method or solution, such as providing interim results if possible.
- Offer to connect with a specialist to explain the situation in more detail when the delay impacts critical decisions.
3.
Incorrect or missing specimens
A specimen is lost or incorrectly labeled, causing issues with identifying the sample or matching it to the right patient.
- Identify if the error occurred at the customer location or the laboratory.
- Arrange for a new sample to be taken at no additional cost to the customer if the laboratory loses or incorrectly handles a specimen.
- Apologize for the inconvenience, and if appropriate, offer a complimentary service, such as a future testing discount or gasoline pre-paid card.
4.
Improper collection or transport
Specimens are not collected, transported, or stored according to the necessary protocols, potentially affecting test results.
- Reassure the customer that corrective measures are in place to avoid future occurrences.
- Take responsibility if the laboratory is at fault and ensure that the new sample is processed correctly.
- Educate the customer on proper specimen handling to avoid future issues if they were at fault.
5.
Communication gaps
Customer expresses displeasure with the timeliness and clarity of communication about specimen status or results related to the scenarios above.
- Reach out to the customer immediately to apologize, explain the situation, and share changes or updates.
- Communicate transparently and frequently during the recovery process.
- Assign a dedicated customer service representative to assist with a specific issue if needed to address concerns promptly.
Effective service recovery for laboratory outreach customers is essential in retaining trust and maintaining the laboratory’s reputation. All staff have a valuable role when a specimen-related issue arises and should be empowered to provide the best customer care at the right time. That starts with having a good plan in place to respond quickly.
