In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They build on their previous discussion about customer service by focusing on service recovery.

They discuss strategies for responding to mishaps in the laboratory in a way that supports your broader customer service goals. Specific topics include:

• Common breakdowns in the laboratory outreach environment that may require service recovery.
• Four parts of an effective response: listening, acknowledging, apologizing, and actions to rectify the situation.
• The power of turning service breakdowns into problem-solving opportunities that make your laboratory outreach program better.
• The importance of a quality management plan and empowered staff in effective service recovery.

Additional resources mentioned during the podcast include Mayo Clinic Laboratories’ outreach articles on customer service and a free, on-demand customer service training module.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss strategies for delivering excellent customer service. Specific topics include:

• Identifying points of contact with patients and clients that are opportunities to deliver a good experience.
• Creating a culture of customer service.
• Empowering employees to best serve patients and clients.
• Measuring your customer service.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss and share tips related to gathering customer input, including:

• The various audiences that can provide valuable feedback.
• Specific examples of the type of feedback to gather from each audience.
• Insights on designing and sending surveys to maximize participation.

Visit mayocliniclabs.com to find the survey instruction guide and article about surveying discussed in this episode.