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What is meant by Customer Service in HR?
The issue
'Is the customer always right?' 'What would you do if two customers had different opinions?'. Familiar questions, but what do they mean in an HR setting? Who is the customer?
The responses
Contributions include the observation that the customer is anyone who is using the HR service which you are providing, that is, not only employees, but line managers, directors and job candidates. Other contributors offer thoughts on how to monitor your HR department's 'customer service' by asking such questions as: are your response times good? do you meet customers' deadlines? One contributor suggests that "customer service" is seen within companies as being part of the competency framework for all staff, HR included. Further contributions make reference to the final reports of research, commissioned by large national employers, dealing with the concepts of 'internal' and 'external' customers, and finally suggest the Charter Mark as the benchmark for customer service for those in the public service.
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