Who are the really customers of HR?
Who Are the Customers of Human Resources?
The general definitions pointed at the employees, the line managers and the organization’s leaders which is partially correct. However, in today’s brutal and intensely competitive economy, Human Resources is facing the necessary challenge of increasing its customer focus to address external as well as internal customers.
Historically, Human Resources has focused its efforts on her internal customers.Now, It is her requirement to support the company’s value chain – addressing the needs of the external customers has well.
A culture of excellent Human Resource Customer Service inculcates values that promote morale, employee retention, optimal productivity and excellent external customer service. It is such companies that are able to surge ahead of competitors who conversely embark on external customer service campaigns.
Who are the external Customers?
Customers who buy our products & services, the investors who buy our
stock and embrace our vision, and the communities in which we work, live and play.
How Can We Serve Our Customers Better?
By supporting the needs of the operations, finance, marketing and other
departments.
By identifying the skill gap of the internal customers and train them to meet with the external customers expectations.
By designing for internal customers good job descriptions, reliable performance analysis and leadership development programs that will drive the company sustain her stakeholders (External Customers).
By looking at the end users of the company’s products or services and develop strategies to deliver support that satisfied the customer’s needs and expectations.
By laying emphasis on stability of the workforce, creating a learning environment in which all internal customers understand the business that they and the external customers are in.
Rules for Excellent Customer Service:
Ø Answer your phone.
Ø Don't make promises unless you will keep them.
Ø Listen to your customers.
Ø Deal with complaints.
Ø Be helpful - even if there's no immediate profit in it.
Ø Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.
Ø Take the extra step.
Ø Throw in something extra.
Building valuable, long-term customer relationships is imperative to The HR Group. The most effective means for accomplishing this is through truly personalized communication. This is done by listen more to our customers and provide information that best suits their needs.
Thank you.
