Faculty: Dr. John C. Fetzer
Difficult customers can be much more than just an occasional irritation. They can damage the reputation of a laboratory, take up a lot more time than the average customer, and can disrupt operations. Difficult customers are varied in how they deal with problems and the laboratory. Inter-personal skills in speaking, listening, negotiating, and other areas are needs that fall outside of the skill set of the laboratory scientist. Reaching agreement on work schedule, the work process, prioritization, the means of reporting, and other important issues must be done with a higher degree of effort and detail than for the typical customer. This webinar will describe how to accomplish these and the skills needed to do this.
Areas Covered in the Session :