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Customer Service - It is More than Reporting Results


Course Description:

Great customer service representatives know that customer services is much more than filling orders. They know to seek to understand not just the "what" but also the "why" for the analyses being requested. They know if their laboratory has the capability/resources to meet the customer's requirements, and if not, how to direct the customer to another laboratory or help them through subcontracting. They know how to review laboratory results not just for compliance with the laboratory's policies and procedures, but how to review them relative to the customer's needs. They know how to inform the customer of any issues affecting the quality of the data including the use of data qualifiers, case narratives, and related communication.

Learning Objectives


  1. the "customer" may be someone within the organization;
  2. the requirements, including the methods to be used, are adequately understood and that the appropriate test method is selected and is capable of meeting the customers' requirements;
  3. the importance of using a competent subcontractor;
  4. to seek feedback;
  5. the actions needed to resolve complaints;
  6. how to build a good relationship with customers and laboratory staff;
  7. the laboratory’s responsibility to review requests;
  8. the requests;
  9. what constitutes new work in the commercial, captive, and public laboratory;
  10. the procedures for the resolution of complaints;
  11. the laboratory’s policies and procedures that are done when any aspect of its testing does not conform to its own procedures or the agreed requirements of the customer;
  12. how to assess and evaluate QC results;
  13. how to advise a customer to choose appropriate methods related to their regulatory requirements;
  14. basic statistical concepts and techniques to better engage with customers;
  15. test report requirements;
  16. the process for amending a test report after issue; and
  17. how to report results to clients, including data qualifiers."

Intended Audience:

This course is designed for Customer Service personnel, project managers, laboratory management, Quality Manager, Technical Manager


$110 for TNI members
$125 for non-members

Group rates are available: Each purchased webcast is to be viewed by only one student. If you would like multiple viewers, separate purchases must be made. A group rate of $525 for TNI members or $600 for non-members is available for groups of 5-10 students at a single location. Click here to purchase this webcast at the group rate.

TNI Members: you must be logged-in to the website to receive the member rate.

No certificates are automatically provided with this training. A Certificate of Completion (CoC) ($30 per person) or Certificate of Attendance (CoA) ($20 per person) may be purchased during or after registration or webcast purchase. A passing score of at least 70% must be received on the exam in order to receive CEUs and a CoC. Scores of less than 70% will receive a Certificate of Attendance at no reduced fee. For a CoA you will not need to take the quiz and you will not receive CEUs. To receive your certificate, contact Paul Junio at [email protected] with date of purchase and date of training completion. See FAQs for additional information.


About Webcasts: Upon receipt of your payment, you will receive a special link by e-mail to watch the webcast on your computer. The link is time-limited: you will have full access to the webcast and any associated handouts for 6 months after receipt of payment, at which time the link will expire. Webcasts cannot be downloaded; they are intended for viewing on your computer only during the 6-month window. If you have any questions, please contact Ilona Taunton at [email protected].

6 hours

CEUs: 0.6

Presented By:

Tony Francis

About the Presenter:

Tony Francis received his PhD in chemistry from the University of Utah followed by a post-doctoral appointment at Los Alamos National Laboratory. He then owned and operated a commercial laboratory in Las Vegas, NV for many years. Dr. Francis has taught several introductory and advanced biology and chemistry at Salt Lake Community College, the University of Utah, the University of New Mexico, the College of Southern Nevada, and Utah Valley University. He has delivered many Data Integrity and Ethics training courses to laboratories across the United States. He has created and delivered many online training webinars covering many aspects of quality systems, most recently for IAS.Tony is currently the Lead Assessor for SAW Environmental performing 40+ assessments per year for TCEQ, FDOH, IAS, and A2LA.