How to Master Service Recovery

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They build on their previous discussion about customer service by focusing on service recovery.

They discuss strategies for responding to mishaps in the laboratory in a way that supports your broader customer service goals. Specific topics include:

• Common breakdowns in the laboratory outreach environment that may require service recovery.
• Four parts of an effective response: listening, acknowledging, apologizing, and actions to rectify the situation.
• The power of turning service breakdowns into problem-solving opportunities that make your laboratory outreach program better.
• The importance of a quality management plan and empowered staff in effective service recovery.

Additional resources mentioned during the podcast include Mayo Clinic Laboratories’ outreach articles on customer service and a free, on-demand customer service training module.