How important is human resources to customer service?

I’ve recently been busy creating some exciting new videos to share with you. In this post, I’m sharing with you my video titled “Importance of Customer Service in Human Resources.” I hope you find the information insightful and useful in your organization.

But before I share the video, I’d like to first offer you some thoughts about human resources and how it plays a major role in delivering great customer service.

As some of you may already know, one of my fundamental principles for providing great customer service is that it starts with great internal customer care. It begins with how we treat employees and how they treat one another. At the center of this principle is human resources (HR).

HR is the heart of every organization’s operations. It pumps vital information from management to employees, and it returns feedback from employees to management. HR keeps the flow of oxygen moving throughout the organization, keeping it healthy and vibrant and, thus, enabling you to deliver exceptional customer service to your external customers.

From day one, as a new employee, our first point of contact is human resources. At the start of our careers at any new company, HR is our best friend. And while this relationship continues throughout our employment with a particular company, somewhere along the line, we begin to think of HR as our foe.

It is unfortunate that human resources gets such a bad reputation. For many employees, going to HR is like being summoned to your high school principal’s office. Not fun. The assumption is that you’ve done something wrong and are about to be reprimanded.

It is, therefore, vital to reiterate to employees that HR is a beneficial service to them and their fellow team members. And to drive home this message, HR must take proactive measures to ensure it has a positive image throughout the organization.

To help you develop some positive human resources strategies, I invite you to view my short video titled “Importance of Customer Service in Human Resources.” This video answers some very important questions:

  • What is the definition of a “customer”
  • Why is HR at the core of great customer service
  • What is Attitude of Service
  • Why use employee surveys

Strategies that Turn it Around:

  1. Take proactive steps to ensure a positive image of your human resources department. For example, let HR lead an employee of the month program that is based on merit. Try not to make it a popularity contest among employees!
  2. Ensure that you have an effective plan to handle employee concerns. For example, implement a suggestion box. And reward employees whose suggestions the company decides to implement.
  3. Use surveys, focus groups, and telephone calls to receive feedback from employees. Some of your survey methods may be anonymous to ensure honest and open communication.

Remember: Human resources is the core of your organization, so it is instrumental in delivering exceptional customer service — to your internal customers and your external customers.

In the comments section below, please share your thoughts about the video. Also tell us about your experiences with your human resources, the good and the bad.

7 Responses to “How important is human resources to customer service?”


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