Online Reporter
Employee Relations
Dr Request Machimbira
As I pen these words, my heart is heavy with the realisation that Human Resources (HR) departments have, for far too long, neglected their sacred duty to serve their internal customers: the employees.
The HR desk is, in essence, a customer service desk and it is high time we treated it as such. Unfortunately, HR departments have often been guilty of being self-serving or business-centric, leaving employees vulnerable to the whims of corporate life.
This narrative must change, and it starts with embracing customer-centricity.
Understanding the internal customer
At the heart of any service expedition is a deep understanding of the customer.
HR departments must conduct customer expectations mapping to grasp the needs and preferences of their internal customers.
This involves asking critical questions: Who is my customer? What are their expectations, individually or collectively? When do they expect service, and how do they want to receive it? What defines excellent service in their eyes? By answering these questions, HR can craft service protocols that are tailored to meet the unique needs of their customers. Value is not defined by the giver, but by the receiver.
Proactive accountability
HR departments are, alarmingly, presiding over “service genocide” due to unstructured approaches to customer service.
A lack of anticipation makes HR service delivery reactive rather than proactive, leaving customers short-changed.
A Human Resources customer service charter is critical in entrenching an HR department’s accountability to a specific ethos in service delivery.
This charter should outline the service standards, response times, and communication protocols that employees can expect from HR.
Measuring success
A crucial aspect of HR service delivery is measuring the effectiveness of the services provided. One effective way to do this is through HR service delivery surveys or employee satisfaction surveys.
These platforms allow employees to share their experiences, suggestions, and concerns, enabling HR to identify areas for improvement and make data-driven decisions. By regularly conducting these surveys, HR can gauge employee satisfaction, identify trends, and make necessary adjustments to their service delivery strategies.
For instance, an HR department could conduct a quarterly survey to assess satisfaction with recruitment processes, training programmes, or employee relations services.
The feedback gathered can be used to refine HR processes, improve communication, and enhance the overall employee experience.
Feedback and engagement
Establishing regular feedback channels is critical to understanding employee needs. HR can use various methods, such as pulse surveys, focus groups, or one-on-one meetings. HR departments could establish monthly feedback sessions with employees to discuss their experiences with HR services.
This not only helps HR identify areas for improvement but also demonstrates a commitment to listening and responding to customer needs.
Developing internal Service Level Agreements (SLAs) that outline service standards, response timelines, and communication protocols is essential for managing employee expectations.
For instance, an HR department could establish an SLA that guarantees a response to employee inquiries within 24 hours.
This builds trust and demonstrates a commitment to delivering exceptional service.
Technology and training
Leveraging technology can significantly enhance HR service delivery. Implementing a user-friendly HR portal or mobile app can provide employees with easy access to services such as leave management, training requests, or benefits information.
This frees up HR resources to focus on more strategic initiatives.
Furthermore, providing ongoing training and development opportunities is crucial for equipping HR professionals with the skills they need to deliver exceptional service.
HR development programmes, such as customer service training, conflict resolution, or leadership development, can help HR professionals navigate complex employee situations.
The service readiness assessment
Are HR departments ready for the customer service litmus test?
We can only know once we conduct a Service Readiness Assessment. This is a comprehensive evaluation of an HR department’s architecture to deliver high-quality services.
It is a deep dive into the DNA of HR, examining people, processes, and technology to identify strengths and weaknesses.
Like a skilled surgeon, a service readiness assessment lays bare the inner workings of HR, revealing opportunities for growth and transformation.
A service readiness assessment examines five critical areas, namely: Service Strategy, Service Delivery Processes, Technology and Systems, HR Competencies and Employee Feedback.
As the year begins, it is essential to set your company’s human resources on a path toward excellence.
Have you conducted a service readiness assessment yet?
Dr Request Machimbira is the Executive Director for Proficiency Consulting Group and the International Wellness Institute. He is a leading, multi-award-winning human resources expert, strategy facilitator, board trainer, team-building coach, wellness consultant, independent labour arbitrator, board chairperson, and published author. He writes in his personal capacity. For feedback, email request @proficiencyinternational.com or phone +263772693404.
