TRAINER GUIDE Module 13 Customer Service Purpose To Provide

trainer guide module 13: customer service purpose to provide the participants with the rationale and the process for developing a

TRAINER GUIDE
Module 13: Customer Service
Purpose
To provide the participants with the rationale and the process for
developing a program for monitoring and improving customer service.
Module Time
(suggested)
75 minutes: 55 minutes for the presentation
20 minutes for the activities (2)
Learning Objectives
At the end of this module, participants will be able to:
*
recognize the variety of laboratory customer groups;
*
develop methods to measure customer satisfaction;
*
discuss problems that may develop with customers;
*
suggest solutions for customer service problems;
*
discuss how quality management processes help the laboratory meet
customer group needs and requirements.
Test Questions
(suggested)
Suggested test questions (with answers bolded) for this module
include:
1.
List four customers of the laboratory
a. patient
b. health care provider / physician
c. public health officials
d. community
Refer to Content sheet 13-2 for additional answers.
2.
When developing a written questionnaire to measure customer
satisfaction it is best:
a.
to focus questions only on satisfaction with accuracy of test
results.
b.
to use questions with only “yes” or “no” options
c.
to send the same survey to all customers including patients and
physicians
d.
to allow customers to write their own comments
3.
Meeting the requirements of customers is important because:
a.
customer satisfaction is essential to quality management
b.
customers know a lot about how the laboratory should operate
c.
customers are always right
d.
upper management will always support the customer
Module Overview
The following table suggests an agenda for organizing the module. Each
trainer can modify it, as well as select and customize the available
resources.
Step
Time
Topics
Contents
Available resources
1
15 min
Introduction
Presentation 13, Slides 1-3
Activity sheet 13-1
2
5 min
Overview of customer service
Content sheet 13-1
Presentation 13, Slides 4-7
3
25 min
The laboratory clients—the customers
Content sheet 13-2
Presentation 13, Slides 8-20
4
5 min
Assessing and monitoring customer satisfaction
Content sheet 13-3
Presentation 13, Slides 21-24
5
20 min
Customer satisfaction surveys
Content sheet 13-4
Annex 13-A
Presentation 13, Slides 25-30
Activity sheet 13-2
6
5 min
Summary
Content sheet 13-5
Presentation 13, Slides 31-33
Material/Equipment Checklist
*
PowerPoint slides or transparencies
*
Overhead projector or computer with an LCD projector
*
Prepared flipchart, white board, or chalk board
*
Paper cards, markers, and tape
*
Additional handouts as required.
2
Customer Service ● Module 13 ● Cover sheet