6 Tips for Managing and Utilizing Customer Complaints in a CLIA Regulated Environment
Marci L. Crane
April 26, 2008
Learning to handle criticism, complaints and even outright anger isn´t easy. Even in business where "hard-heads" and a "sense of coolness" supposedly prevail, criticism, complaints and outright anger from customers is prevalent and difficult to manage.
Customer Complaints Management x 2!
For CLIA regulated laboratories however the process is even more difficult since customer complaints management is mandated by the U.S. government (CFR 42 Part 493).
According to regulation CFR 42 Part 493 CLIA regulated clinical laboratories must document all complaints and all problems reported by customers. CLIA regulated laboratories must also investigate every complaint that meets their policy´s standards for doing so.
This article provides 6 tips for managing and utilizing customer complaints information in a CLIA regulated environment.
Tip #1: Consider a Third Party Customer Complaints Service
Some CLIA regulated laboratories may want to consider a third party complaint management service. A third party service can ideally keep a cool, unbiased attitude towards every call that comes their way and can decrease the pressure on the laboratory director and other laboratory personnel.
The downside to utilizing a third party however is that maintaining control of documentation and complaint investigations may become more complex and require in-house expertise.
Tip #2: E-mail
Email may seem a bit slow especially for customers who are irate and want quick contact but some customers actually prefer to show less emotion by sending their complaint in a text format. In addition, a quick email allows customers to go about their own business without waiting on the phone for the information they need.
Tip #3: Invest in Customer Complaints Software
Investing in customer complaints software may be the best thing a CLIA regulated laboratory can do. If the solution can be used by every customer complaint agent to quickly document the problem and then track and store those problems, laboratories are going to save a LOT of time!
If laboratory management personnel do plan on investing in customer complaints software then they should look for a system that streamlines other CLIA requirements as well. For example, look for a system that can streamline the control of CLIA related documentation, training, CAPA (Corrective and Preventative Action) procedures, change control and audit procedures.
The customer complaints software solution should also allow for complaint escalations or the launch of electronic nonconformance forms, etc.
Tip #4: Make it a Routine
Checking and addressing customer complaints needs to become a routine process especially if those who manage complaints don´t do it on a full-time basis. Customer complaints personnel should also be invited to management or marketing meetings and their input and understanding of trending data (if they have the right software solution) may prove valuable time after time.
Tip #5: Use Complaints for Marketing Purposes
Once a CLIA laboratory has collected (and possibly investigated) customer complaints, they can trend their data (look for a software solution that can do this) and determine the most salient "complaint threads," which can lead to small or even significant changes in laboratory marketing practices.
Tip #6: Use Complaints for Management Purposes
Once a CLIA laboratory has collected and/or investigated their customer complaints, they can trend the data and use it for management purposes as well.
Conclusion
For most companies, management and investigating customer complaints is recommendable but for CLIA regulated laboratories complaint management is vital to business success. CLIA laboratories need to stay cognizant of emerging trends in customer complaints management. They can do so by investigating customer complaints management technologies and by continuing to educate themselves in managerial practices.
Marci Crane is a copywriter for MasterControl in Salt Lake City, Utah. To learn more about software solutions that will streamline customer complaints management and other CLIA related requirements, please feel free to contact a MasterControl representative.
Customer Complaints Management x 2!
For CLIA regulated laboratories however the process is even more difficult since customer complaints management is mandated by the U.S. government (CFR 42 Part 493).
According to regulation CFR 42 Part 493 CLIA regulated clinical laboratories must document all complaints and all problems reported by customers. CLIA regulated laboratories must also investigate every complaint that meets their policy´s standards for doing so.
This article provides 6 tips for managing and utilizing customer complaints information in a CLIA regulated environment.
Tip #1: Consider a Third Party Customer Complaints Service
Some CLIA regulated laboratories may want to consider a third party complaint management service. A third party service can ideally keep a cool, unbiased attitude towards every call that comes their way and can decrease the pressure on the laboratory director and other laboratory personnel.
The downside to utilizing a third party however is that maintaining control of documentation and complaint investigations may become more complex and require in-house expertise.
Tip #2: E-mail
Email may seem a bit slow especially for customers who are irate and want quick contact but some customers actually prefer to show less emotion by sending their complaint in a text format. In addition, a quick email allows customers to go about their own business without waiting on the phone for the information they need.
Tip #3: Invest in Customer Complaints Software
Investing in customer complaints software may be the best thing a CLIA regulated laboratory can do. If the solution can be used by every customer complaint agent to quickly document the problem and then track and store those problems, laboratories are going to save a LOT of time!
If laboratory management personnel do plan on investing in customer complaints software then they should look for a system that streamlines other CLIA requirements as well. For example, look for a system that can streamline the control of CLIA related documentation, training, CAPA (Corrective and Preventative Action) procedures, change control and audit procedures.
The customer complaints software solution should also allow for complaint escalations or the launch of electronic nonconformance forms, etc.
Tip #4: Make it a Routine
Checking and addressing customer complaints needs to become a routine process especially if those who manage complaints don´t do it on a full-time basis. Customer complaints personnel should also be invited to management or marketing meetings and their input and understanding of trending data (if they have the right software solution) may prove valuable time after time.
Tip #5: Use Complaints for Marketing Purposes
Once a CLIA laboratory has collected (and possibly investigated) customer complaints, they can trend their data (look for a software solution that can do this) and determine the most salient "complaint threads," which can lead to small or even significant changes in laboratory marketing practices.
Tip #6: Use Complaints for Management Purposes
Once a CLIA laboratory has collected and/or investigated their customer complaints, they can trend the data and use it for management purposes as well.
Conclusion
For most companies, management and investigating customer complaints is recommendable but for CLIA regulated laboratories complaint management is vital to business success. CLIA laboratories need to stay cognizant of emerging trends in customer complaints management. They can do so by investigating customer complaints management technologies and by continuing to educate themselves in managerial practices.
Marci Crane is a copywriter for MasterControl in Salt Lake City, Utah. To learn more about software solutions that will streamline customer complaints management and other CLIA related requirements, please feel free to contact a MasterControl representative.
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