Customer Service Flashcards
According to Philip Crosby, this is what needs to be met in order to achieve quality.
Customer Needs
This is one of the 12 essentials and is a significant focus in the ISO standard.
Customer Service
These are the four (4) requirements for a customer service program to succeed.
- Staff commitment
- Planning
- Monitoring tool knowledge
- Resources
This customer service requirement is of several international standards and all staff must possess this in order to have a successful quality system.
Commitment
This customer service requirement takes time to be done properly and lack of this often leads to uninterpretable information.
Planning
This customer service requirement is related to the creation of useful monitoring tools and staff mut undergo special training or hiring a consultant.
Knowledge
This customer service requirement requires some time and times saved by having access to calculators, computers, and the internet.
Resources
True or False: Customer needs quick results regardless of accuracy.
False, customers need reliable and accurate tests.
This is another term for customers.
Clients
These are examples of primary clients.
Patients, physicians, assistants, public health officials, communities, and family members,
True or False: Results can be interpreted however the laboratorian desires.
False, results need reference values in order to be interpreted.
True or False: Test requisitions needs to be as detailed as possible in order to be accurate for patient treatment.
False, requisition forms must be user-friendly and simple.
These are personnel that requires connections with different laboratories, conduct disease studies, and collect samples.
Public Health Officials
True or False: It is required for patients to take initiative on how they feel, and health officials needs to be patient with their clients.
False, it is better to ask the client how they feel right away rather than wait for them.
True or False: Clients and common civilians provide reliable survey information and are the best demographic.
False, doctors or health officials provide the best information in surveys due to their laboratory experience.
These are the four (4) requirements of a legally identifiable laboratory.
- Name
- Address
- Director
- Contact Information
These are the three (3) physician requirements.
- Accurate Information
- Interpretable Information
- Timeliness
These are the four (4) patient requirements.
- Information
- Safety
- Comfort
- Privacy
These are the five (5) important actions to meet patient requirements.
- Provide information
- Provide facilities
- Have trained and knowledgeable personnel
- Confidential records
- Maintenance of records
These are three (3) examples of proper provision of information for patients.
- Laboratory address and location
- Operating hours
- Multilingual or bilingual staff
These are the seven (7) collection requirements for good customer service.
- Patient ID
- Patient preparation
- Type of sampling
- Type of container
- Proper labeling
- Special Handling
- Safety Precaution
These are three (3) of the requirements for public health.
- Information
- Materials
- Safety Containment
These are the six (6) requirements of the public community.
- Safety
- Security
- Containment
- Transport of Dangerous Goods
- Waste Management
- Alert, Surveillance, and Response
True or False: A client requires a laboratory that is able to perform standard operations and does not need to be accredited.
False, laboratories must be accredited to high standards.
True or False: Customer service plays a superficial role in quality management system.
False, it plays as an integral part of a QMS.
These are an objective measure of laboratory practices and can be developed via customer complaints, timeliness, patient refusal, and loss of laboratory reports.
Quality Indicators
This is an example of internal audit and is a great concern to physicians or health care providers.
Turnaround Times
These are six (6) of the methods in order to assess customer satisfaction.
- Quality Indicators
- Internal Audit
- Management Review
- Satisfaction Survey
- Interviews and Focus Groups
- Complaint Monitoring
True or False: Complaints serve as the tip of the iceberg, hinting only the surface of a even deeper problem.
True
These are the two (2) assessment methods done in order to take action.
- Monitoring Quality Indicators
- Conducting Internal Audits
True or False: The ISO 9000:2000 states that customer surveys are a requirement for QMS.
False, it is the ISO 9001.
These are the five (5) elements of a successful survey.
- Planned
- Organized
- Pre-tested
- Unbiased
- Analyzed Timely
True or False: It is best to avoid open-ended questions when it comes to surveys so that people can easily answer them.
False, you must use open-ended questions to acquire complete and proper information.
True or False: Focus groups must be of a specific demographic only and consists of more than 10 people.
False, they should be a diverse and small group of people of 8 to 10.
These are the three (3) ways in order measure customer satisfaction and determine OFI.
- Surveys
- Indicators
- Audits
True or False: An active QMS ensures laboratories to meet most of client requirements.
False, QMS must ensure all client needs to be met.
