The three keys to quality customer service: opening the doors to exceptional performance
Nance, Don W.
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Clinical leadership & management review : the journal of CLMA. 2002 Jul-Aug; 16(4): 249-52.
Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.
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