Customer Service Consulting

True customer service programs are not training programs, and they don't happen because of great mottos, slogans or motivational speakers.

True customer service programs - where all staff are excited, committed and fully engaged in the program - have a clear focus on total cultural change. Anything less simply will not work.

Fazzi Associates' ServiceNOW™ program is a total cultural change program designed to impact both the clinicians and the non-clinicians in your agency. With ServiceNOW™, you focus on creating an organizational culture where all staff members are absolutely committed to making yours the most customer-senstive and customer-sensitive and customer-responsive agency in your service area.

ServiceNOW™ involves all three of your customer groups - patients, referral sources and staff - in the creation of a customer service culture that ensures that individuals in each group are treated with respect, dignity, sensitivity and aggressive responsiveness.

The program entails three systematic phases:

ServiceNOW™ Impact Presentations: Dynamic presentations to all staff begin the process and lead to awareness, buy-in and staff involvement in shaping the program.

ServiceNOW™ Design and Development: A ServiceNOW™ Design Team made up of representatives from all segments of the organization is supported in designing the program and generating excitement and buy-in agency-wide.

ServiceNOW™ Culture Change and Implementation: The full ServiceNOW™ program is implemented, addressing all three of your customer groups: patient, referral source and staff.

If you are interested in learning more about what ServiceNOW™, please email info@fazzi.com or call 800.379.0361.

"Unless the shared values, norms, beliefs, and ideologies of the organization - the organization's culture - are focused are serving the customer, there is virtually no chance that the organization will be able to deliver a constant quality of service and develop a sustained reputation for service."

Karl Albrecht & Ron Zemke
Service America

A strong focus on customer service can help your agency

Raise the "bar" on service quality.

Dramatically improve results.

Track and reward staff progress.

Keep customers, staff and referral sources loyal to you.