"Unless the shared values, norms, beliefs, and ideologies of the organization - the organization's culture - are focused on 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.

Marketing and Customer Service Consulting

What leading agencies know: They plan for their future. They know their competitors and they know what referral sources really want. They also recognize that exceptional customer service is key to their future. Fazzi can help you reach your strategic goals, gain a competitive edge, maximize relationships with your referral sources and help you understand how you can quickly increase your value to them.

Marketing and Referral Enhancement: Our goal is simple: to help you increase referrals and referral satisfaction. Whether it is to increase referrals in a new service line or to increase referrals for your existing services, we'll provide you with the support you need to achieve the results you want.

Customer Service: Impact your staff, referral sources and patients with this one program. A practical, strategic approach dedicated to helping you create a new unique culture for your agency, one that will help set you apart from your competitors.

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-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 ServiceNOW™, please email info@fazzi.com or call 800.379.0361.