| "body"> | | | | Taking HR to a new, more positive direction is critical |
| "Customer Service? I don't need to worry about that - | | | | for your company. Your employees will talk positively |
| I'm in Human Resources!" I overheard someone say | | | | about your organization if they feel they are being |
| this at a recent HR steering committee meeting I | | | | treated with kindness and respect. Research has |
| attended. The group was discussing customer service | | | | shown that if a customer hears just one negative |
| and how every employee from the ground up is an | | | | comment, it would take 10-12 positive comments to |
| ambassador for the company. Happily offering up | | | | bring them back to ground zero, and then some to gain |
| friendly and genuine customer service is important, | | | | positive ground. Your employees are out there saying |
| especially in this critical time where competition is great | | | | things about your company. What are they saying? |
| and those companies that go above and beyond will | | | | There are many things you can do to offer great |
| rise. And isn't that a constant truth we find weaved | | | | customer service in the field of HR. First, you need to |
| throughout our lives? | | | | genuinely believe that everyone you deal with during |
| When you hear the term customer service, do you | | | | the course of a day is your "client" and you are there |
| immediately think of the HR person at your company? | | | | to serve them as best you can. Employees get |
| Probably not. Maybe you think of the "face" people like | | | | nervous when dealing with HR because of the |
| the receptionist or sales force. Do this exercise the | | | | negative reputation that HR has amassed over many |
| next time you handle a telephone call at work - | | | | years. Responding with a kind email to each employee |
| conjure up a great big smile (even if you don't feel like | | | | as quickly as you can will assure them that the |
| it) and then take the call, smiling the whole time. Then | | | | company cares. They see you as the company |
| on another call, do not smile at all. Note differences in | | | | because typically you are the first one they see when |
| how the issues on the call were resolved and how | | | | the come in the door, the last face they see when |
| you felt on the other end of the line each time. | | | | they end their employment and everything in between. |
| Chances are you had a better result when you smiled | | | | And remember, a small shift in attitude can result in |
| on the phone, and even though the other person | | | | enormous benefit to you and your organization - and |
| cannot see your smile, they will certainly pick up on it in | | | | it's free. What can you do today to offer great |
| your inflection and tone. | | | | customer service? |