Human resources is a customer service job

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This article was published 13/07/2024 (539 days ago), so information in it may no longer be current.

As an HR consultant, I talk to a lot of human resources professionals. Some, over time, start to become cynical about their jobs and the people they encounter. It is important HR staff continue to have a positive outlook and continue to believe in the best in people — it is the only way to excel in an HR career.

This belief is central to understanding human resources is, at its core, a customer service job. While traditional views may focus on administrative functions, a customer-centric approach can transform HR into a dynamic force that drives employee satisfaction, engagement and organizational success.

Understanding the customer in HR

In HR, the “customer” is not just an abstract concept but a diverse group of individuals whose needs vary widely. Here’s a closer look at the different customer groups HR serves:

Primary customers: Employees are the main customers of HR. They rely on HR for a range of services, from onboarding and training to resolving workplace issues and career development. An HR department that excels in customer service understands and anticipates employee needs, offering timely support and clear communication. This approach not only resolves issues but also fosters a positive work environment and boosts employee morale. Consider an employee who needs to understand their benefits package. An HR professional who provides clear, accessible information and offers additional resources or one-on-one consultations demonstrates excellent customer service.

Internal business partners: Managers depend on HR for guidance on recruitment, performance management and employee relations. HR professionals act as consultants, helping managers navigate complex situations and implement effective HR strategies. By viewing managers as customers, HR can deliver tailored solutions that align with business objectives and enhance team performance. A manager struggling with team dynamics might seek HR’s advice. An HR professional who listens, provides actionable insights and follows up with additional support wins the manager’s appreciation for making their day easier and will be trusted to collaborate again in the future.

Future employees: Job applicants represent a critical customer group for HR. The recruitment process is their first interaction with the organization and a positive experience can set the tone for future engagement. HR should ensure candidates receive clear communication, timely feedback and respectful treatment throughout the hiring process. An applicant who receives prompt updates and constructive feedback, regardless of the outcome, is more likely to have a favourable impression of the company and enthusiastically accept the job offer and refer others, as well.

Key elements of customer service

To effectively serve their diverse base, HR professionals must master several key elements of customer service.

Effective communication is the cornerstone of good customer service in HR. Whether addressing employee concerns, advising managers or interacting with job candidates, HR must convey information in a way that is easily understood and demonstrates genuine care for a recipient’s needs. Keeping employees informed about changes in policies, providing multiple ways for employees to reach HR and implementing feedback channels where employees can voice concerns or suggestions are essential strategies.

HR professionals often handle complex and sensitive issues that require thoughtful problem solving. Adopting a customer service mindset means approaching each problem with a solutions-oriented attitude and striving to resolve issues in a way that satisfies all parties involved.

Anticipating potential problems, understanding the unique aspects of each issue and following up to ensure that solutions are effective are crucial aspects of effective problem solving in HR.

Timeliness is crucial in customer service. HR departments must respond quickly to inquiries and issues, demonstrating respect for the customer’s time and needs. Delays or lack of response can lead to frustration and erode trust. Communicating expected response times to employees, handling urgent matters promptly and continuously reviewing response times to identify areas for improvement are important practices for maintaining responsiveness in HR.

Empathy involves understanding and sharing the feelings of others. In HR, empathy is vital for building trust and rapport with employees, managers and applicants. An empathetic approach helps HR professionals address concerns more effectively and fosters a supportive work environment. Paying close attention to what people are saying without interrupting, recognizing and appropriately responding to their emotional needs and using language that validates the person’s feelings are essential for demonstrating empathy in HR interactions.

Benefits of customer service

Adopting a customer service mindset in HR offers numerous benefits for both the organization and its employees. Employees who feel supported and valued by HR are more likely to be engaged and satisfied with their jobs. This can lead to higher productivity, better retention rates and a positive workplace culture. According to Gallup, engaged employees are 17 per cent more productive and 21 per cent more profitable than their less-engaged counterparts.

When HR acts as a supportive business partner to managers, it enhances managerial effectiveness. Managers can make better-informed and consistent decisions regarding team management, performance evaluations and conflict resolution, leading to improved team dynamics and productivity. Effective HR support helps managers reduce turnover and build stronger, more cohesive teams.

A candidate-friendly recruitment process strengthens the company’s employer brand and attracts top talent. Positive interactions with HR during the hiring process can leave a lasting impression, encouraging candidates to accept job offers and become advocates for the organization.

A customer service-oriented HR department contributes to a culture of support and responsiveness. This culture fosters open communication, mutual respect and a sense of belonging, which can enhance overall organizational performance and employee morale.

Conclusion

Human resources is more than just a department; it is a pivotal customer service function within any organization. By adopting a customer-centric approach, HR can better meet the needs of its diverse stakeholders, from employees and managers to job applicants. This shift in perspective not only enhances the employee experience but also drives broader organizational success.

Embracing HR as a customer service job is essential for fostering a supportive, productive and engaged workforce in today’s dynamic work environment.

Tory McNally, CPHR, BSc., vice-president, HR consulting, is a human resource professional, radio personality, speaker and problem solver. She can be reached at tory@legacybowes.com