1. Copyright © 2005 Thomson Delmar Learning. ALL RIGHTS RESERVED.1 This product was funded by a grant awarded under the President’s Community-Based Job Training Grants as implemented by the U.S. Department of Labor’s Employment & Training Administration. The information contained in this product was created by a grantee organization and does not necessarily reflect the official position of the U.S. Department of Labor. All references to non-governmental companies or organizations, their services, products, or resources are offered for informational purposes and should not be construed as an endorsement by the Department of Labor. This product is copyrighted by the institution that created it and is intended for individual organizational, non- commercial use only.

3. Copyright © 2005 Thomson Delmar Learning. ALL RIGHTS RESERVED.3 Customer Service Who is the phlebotomist’s customer? Patient Patient family Physician Co-workers Institution

4. Copyright © 2005 Thomson Delmar Learning. ALL RIGHTS RESERVED.4 Expectations for Quality Service Know what the customer wants. Determine whether or not the customer is getting good service. Continually take action to satisfy the customer.

5. Copyright © 2005 Thomson Delmar Learning. ALL RIGHTS RESERVED.5 Communication Skills Key is to develop an attitude of caring Customer may not always be “right,” but they always have a legitimate need Need care, correct specimen, test results leading to diagnosis, or treatment plan

6. Copyright © 2005 Thomson Delmar Learning. ALL RIGHTS RESERVED.6 Goal of Communication (cont.) Understanding is affected by a person’s frame of reference based on: –Background –Education –Experience A slight change in what is communicated to the customer can often leave a totally different impression. See page 328 for examples.

7. Copyright © 2005 Thomson Delmar Learning. ALL RIGHTS RESERVED.7 Proper Communication with the Patient Patients will often have requests that you cannot fulfill. Examples of proper response to patient’s requests, see page 330

8. Copyright © 2005 Thomson Delmar Learning. ALL RIGHTS RESERVED.8 Patient Satisfaction A customer will determine a quality experience by observing: –Skill of phlebotomist –Cleanliness of area –Professional appearance –Courtesy of staff