ELAP Webinar 22 - Customer Service Requirements in an ELAP Lab

Customer Service Requirements in an ELAP Lab

Customer Service Requirements in an ELAP Lab

Customer service consists of many factors including soliciting feedback, understanding their needs, reporting results consistently,dealing with complaints, and providing explanation of results. The first step is to understand who the customer is; commercial and municipal labs have myriad differences.Reporting requirements vary depending on the relationship and requirements.This webinar will be helpful toCustomer Service, Project Managers, Laboratory Management,and technical personnel.


  • Introduction
  • Definitions of customer
  • TNI requirements for requests, tenders, and contracts
  • Policies and procedures for method selection and customer complaints
  • Report qualifiers
  • Subcontracting

Your Instructor

Tony Francis, PhD
Tony Francis, PhD

Dr. Francis has extensive experience in chemistry and biology. He is currently a principal with SAW Environmental (2004 to present). He was owner/operator of a large environmental laboratory in Nevada prior to becoming a full-time consultant. He performs and manages third‐party laboratory audits for several states, QA/QC consulting to individual laboratories, and provides internal audits, data integrity training, and data validation to private and governmental laboratories. Dr. Francis is a contract assessor for IAS assessing laboratories to ISO/IEC 17025 and various TNI Standards. He is a fully qualified NELAC assessor in organic and inorganic chemistry, microbiology, cryptosporidium, radiochemistry, solids, aqueous, tissue, and air. He is an EPA-approved drinking water certification officer in all areas available.

Dr. Francis performs 30-40 audits per year. He received his PhD in chemistry from the U. of Utah, 2003

Frequently Asked Questions

When does the course start and finish?
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