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 this customer service module. This module is a tool designed to enhance interactions with your clients and build an exceptional customer service experience.

Learning objectives

After completing this module, participants should be able to:

1. List the attributes that are necessary for building customer loyalty.
2. Identify which stage of the service cycle has the greatest influence on customer loyalty.
3. Determine the importance of using specific language when communicating expectations.
4. Recognize how to manage both the task and the relationship aspects of service.
5. Demonstrate a positive service attitude.
6. Implement active listening to become more effective in communicating with customers.
7. Recall simple etiquette guidelines during virtual meetings.
8. List the five steps to achieving effective service recovery.

Training module

Originally posted on November 16, 2022.

Intended audience

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

Contributors*