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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