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Bringing HR to the next level: Customer Service must become our brand!

By Sophie Vandamme, CHRO, McBride plc

Sophie Vandamme, CHRO, McBride plc

Why does HR exist? 

Isn’t it our job to make sure any company recruits, retains, rewards, trains and develops the best people needed to enable the organisation to accomplish its mission and its business goals?

In today’s economic climate, all organisations are in transformation as the world is in transformation! And as this affects every single employee, we need a more transformational mind-set in HR. Nothing is going to stand still anymore and change is constant. Our biggest ambition is around really engaging with our people and taking them with us on our change journey, ensuring that they are invested in a joint future. “We can tell people what we want to do, but unless they’re on board and a part of it, then we’ll never be quite as successful as we could be.”Rachel Blackett, head of culture change and engagement, Royal Mail.

HR is the first interaction that many people have with an organisation. From the receptionist to the recruiter to the hiring manager, customer service skills must be front and centre with every interaction.

Inaccurate information, rudeness, non-attention and all the other competencies of bad behaviour do a lot more harm to much more than just the person that is on the receiving end. This wrong behaviour and the narrative surrounding it are spread like someone with a megaphone.

I often hear people in the HR profession say they are in our business because they LOVE people. That being the case, how can we mistreat something that we LOVE by not focusing constantly on customer service, up/down/across the organisation?

To ensure high levels of customer satisfaction, it is important for HR to continually measure and monitor the needs of our various customers, determine how well it is meeting those needs and identify any areas that represent gaps.

This needs analysis, balancing various perspectives and determining which priorities to address.

We are all aware of the stress involved in HR. Internal customer needs are often in conflict, external needs are changing, and the role involves a wide range of responsibilities. Effective HR professionals understand the importance of focusing on the needs of customers to ensure our ability to serve the broader organisation.

Every interaction is an opportunity to show what we in HR are all about. Never let any opportunity to add value and excel pass you by.

In order for our profession to change, in many cases, WE may all have to change.

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