Publisher's Synopsis
The volume offers practical suggestions for improving customer service in the medical laboratory and developing a comprehensive customer-oriented service. Using real-life examples and laboratory-based analogies, the author identifies the needs of customers who use laboratory services and examines the concept of customer service as it affects management, supervision, communication, productivity, budgeting, cost containment, marketing, and quality assurance. The book addresses key problems facing laboratory directors, managers, supervisors, and workers, including development of job descriptions and performance standards; hiring of customer-oriented personnel; training of new employees; development of in-service educational programmes; performance reviews and rewards; oral and written communication for service providers; use and abuse of the telephone; and handling of complaints.
