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Article: Improving customer service by empowering staff.
- Article from:
- Medical Laboratory Observer
- Article date:
- December 1, 1994
- Author:
CopyrightCOPYRIGHT 1994 Nelson Publishing. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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This laboratorian's job was to sell her hospital's lab services to area physicians. Some problems had to be cleared up first.
NOT LONG AGO I was promoted to client service representative in the lab of Frederick Memorial Hospital, a 140-bed community facility in Frederick, Md. Mine was a new position; my job was to sell lab services to area physicians.
We had everything in place: brochures, a lab users manual, fee schedules, and courier service. The one thing that we did not have was customer service. Like many other facilities, our hospital was accustomed to servicing inpatients who had to use us. While we were prepared to go out and sell the lab, we didn't ...