Stand Out from the Crowd

Lab Talk 20 Tips to Improve Your Lab’s Customer Service by Julie Bo’s

  1. Ask customers how you can improve
  2. Use technology to your advantage
  3. Don’t rely on digital communication alone
  4. Offer a resource for quality concerns
  5. Set metrics to measure product quality and customer response time
  6. Speed ordering and tracking with web-based tools.
  7. Help customers understand your process
  8. Encourage customers to submit orders throughout the day
  9. Define expectations
  10. Provide alternatives when necessary
  11. Keep you customer service reps well-trained
  12. Put a smile on your face before answering the phone
  13. Have regular meetings with your entire lab staff
  14. Follow up on all customer requests – no matter how small
  15. Remember, first impressions count
  16. Listen first, then speak
  17. Draft customer service standards
  18. Give more than expected
  19. Capitalize of the power of “yes”
  20. Own up to mistakes

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