Laboratory Quality Management System (LQMS) training toolkit
13 - Customer service
The purpose of this module is to provide the participants with the rationale and the process for developing a program for monitoring and improving customer service.
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.