Our Business & Customer Services
With our team of experts, we work hard to make sure that customers are satisfied and not just happy with the service they receive.
Customer-Related Service Instructions
A. Service Inquiry
- Customer service provider issues service request form to customers enquiring about services offered.
- Customer service provider ensures that customer fills the request form correctly.
- Completed request form is received and assessed accordingly.
- Request classified as Express/Regular and Accredited/Non-Accredited.
B. Billing
- Billing officer prepares invoice using billing form.
- Customer receives signed original copy; duplicate retained for records.
C. Payment
- Customer makes payment according to billing information.
- Original deposit slip submitted to cashier.
- Cashier verifies and issues official receipt.
- NSL and customer sign contract and confidentiality agreement.
- Service notification sent to responsible unit.
D. Customer Sample Submission
- Customer submits samples at reception according to submission guide.
- Sample receptionist processes samples following receipt, transfer, retention, and disposal protocols.
E. Follow-up & Issuance of Results
- Status updates provided to customer and recorded in communication logbook.
- Service unit releases results to customer service provider.
- Customer notified of result availability and copy issued.
- Results recorded in logbook and acknowledged by customer signature.
F. Customer Feedback
- Customer completes feedback form after service delivery.