Title: Customer Service
Course: Allied Health Assistant (Phlebotomy) > Section: Module 8

Introduction

Phlebotomists can have the best venipuncture skill, but if their customer service skills are lacking they will continue to have dissatisfied patients.  When a patient comes to have blood collected, he or she expects all involved to have knowledge of blood collection techniques.  What makes patients come back to the location and recommend it to others are the customer service skills of the staff.  The Phlebotomist must be a person who loves working with people.  The person who prefers to work alone should not go into phlebotomy as a career.  This chapter helps the phlebotomist provide superior customer service skills in order to have a rewarding and fulfilling career.

Objectives

This module focuses on the following Learning Outcomes:

Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives.

Demonstrate accepted professional, communication and interpersonal skills.

Use information technology tools.

Explain the importance of employability skill and entrepreneurship skills.

Demonstrate language arts knowledge and skills.

Solve problems using critical thinking skills, creativity and innovation.

Lecture Notes

Customer Service – focuses on the types of communication skills that are required to be a good communicator.  It discusses the sender and receiver, and how non-verbal communication says more than most realize.  It brings awareness to the student that there is almost always some common ground, no matter what a person’s background may be.  This chapter also discusses the best way to answer a patient – whether they can actually answer the question posed by the patient or not.  Patient satisfaction is important, but a phlebotomist may not always be the appropriate team member to provide sensitive medical information to the patient – and they certainly do not ever have all of the patient’s medical history in order to properly deliver the information – even if they had an answer.   Stress and coping skills are also topics that are discussed.

Readings

Chapter 11 Customer Service

Module 8 Customer Service Lecture Notes.pdf

Instructions

- Complete the Readings
- Respond to the Case Discussion
- Comment on at least 2 of your classmates Case Discussion
- Complete Exam 6