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  • Title: [Responses to customer complaints at commercial laboratories].
    Author: Honma M.
    Journal: Rinsho Byori; 1997 Oct; 45(10):971-5. PubMed ID: 9369075.
    Abstract:
    For commercial laboratories, one of the routine duties involves responding to various kinds of inquiries and complaints received from customers. As causes of complaints, lack of communication between the laboratory and customer, and test errors were considered. In this paper, complaints received by our laboratory were collected and classified by content, and measures to prevent test error are reported. We think the complaints contain important information that can be used to improve the quality of our laboratory. We hope that reinforcement of communication with customers and promoting test knowledge among the customers can produce more clearly worded complaints which will provide more valuable information. We try to receive and deal with these complaints seriously.
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