ELAP Webinar 22 - Customer Service Requirements in an ELAP Lab
Customer Service Requirements in an ELAP Lab
Customer Service Requirements in an ELAP Lab
Synopsis:
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.
Outline:
- Introduction
- Definitions of customer
- TNI requirements for requests, tenders, and contracts
- Policies and procedures for method selection and customer complaints
- Report qualifiers
- Subcontracting
Good news!
This webinar course includes a Certificate of Achievement and compliant CEU units—a great reward for completing the program.
And as the saying goes: great rewards come with greater responsibilities. Because CEUs follow strict compliance rules, you’ll need to complete each lesson exactly as required (the required steps are shown inside each lesson).
If you don’t complete the required step, you won’t be able to move on to the next lesson.
Your Instructor
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.