HR: 5 Signs Your Customer Service Is In Jeopardy

Engaged employees offer more postive interaction than disengaged employees. Positive interactions with employees will prompt customers, vendors and job applicants to return to your organization.

In his recent article, What is Employee Engagement, Kevin Kruse defines engagement as, "the emotional commitment the employee has to the organization and its goals." He continues, "Engaged employees actually care about their work and their company."

Why should you care? People like to work for and buy things from employees (and brands) that satisfy them. They will fire those that don't.

One Chance to Make a Positive First Impression

I wanted a new wallet. My checkbook wallet, when paired with my iPad, smartphone and keys, messed with the relatively slim profile of my new purse. I went to Fossil on Friday and bought a smaller wallet. I started using it immediately and, by Saturday, I hated it.

I returned to Fossil, explained my dilemma and right there, next to the sign stating they will exchange only UNUSED items, I emptied the wallet I had been using and exchanged for another. The manager clearly had every right to deny my request-  but she did not.

This was my first time shopping there and I'll be back. 

My Give-a-Care is Busted

Not all business are as fortunate, or all employees as engaged, as the manager at Fossil was that one Saturday afternoon. Here are five strange but true signs your HR customer service is in jeopardy (courtesy of my HR friends and colleagues):

1. Lights are on, computers are fired up and an employee comes up to HR at 7:25. HR employee says, "I'll help you, but, for the record, we don't open until 7:30."
2. When asked a question that did not relate to her role, HR employee responds, "I don't have anything to do with that. Call someone else."
3. When asked by an applicant why she did not get referred for a position, HR employee responds, "You are clearly not qualified for the position and with your lack of formal education, you'd have a better chance applying for unskilled positions." 
4. When his inappropriate response to a customer was raised for discussion by his supervisor, the employee explained it this way, "I am a mirror, I reflect back what I see."
5. An employee brings an error in her promotion pay calculation to HR. Without much ado - or any research - HR staff erases the old number, changes it to what the employee though it should be. Which was still wrong, BTW.

Nip it in the Bud

These incidents do not reflect the look and feel of employee engagement and, in each, you may have a performance problem on your hands. Is it a one-time incident or a pattern? Let it go at the risk of further jeopardizing your customer service, the engagement of your other staff and the overall performance of your team, department or organization. Nip it in the bud. Now.

Photo credit: Canadian Business.com via Andrew B. Meyers

HR Department Audit: It's Not Personal

I am pulling this post from the 2011 archives as HR audit/effectiveness survey time approaches. I'm good, my staff is great and we run a pretty tight ship. Bring it on!

What's the surest sign of an HR professional experiencing unnecessary anxiety? They make this stuff personal.

I've got this thing I do. It has nothing to do with clothing, food or body parts and everything to do with words.

I collect phrases.

If I hear a phrase that resonates with me  - it may be an insight, a perspective, or a snappy little comeback- I enclose it in a grade-school-like cloud in the upper right hand corner on the first page of my notes. Phrases that have made their way into my vocabulary are "dirty stinkin' liar," "manage the smiley faces" and "karma is a b**ch." 

My new phrase, thanks to a colleague in Florida during a recent discourse of our HR lives is "hell bent for leather." Now, let me add a few words to get right to the heart of the matter for me.

Hell bent for leather . . . and under scrutiny.

As an HR professional, leader, supervisor, manager, former Army officer, I am no stranger to questions, challenges, or disagreements but lately, I've felt that the spotlight <or is it mirror> has been on me, my decisions, my priorities, my leadership and "Frankly, Scarlet, I <do> give a damn." 

Bottom line: I don't like it. 

This latest round started with an HR Oversight and Effectiveness Survey. This was our first ever and I welcomed the team with open arms, fully aware they would have findings. But did they have to find so much the first morning of the first day of a 3 day visit?!

I am sure Doctor Daniel Crosby, has some valuable insight into the "psychology of an audit" but you have to know that I wasn't seeing much beyond loser by the end of the first day. Throw in employee relations, labor relations, dips in customer service delivery, staff performance and my own performance as a supervisor and, well, anxiety was alive and well.

Today, it is different. Not all the HR problems of the world are solved, they never will be, but the anxiety level has dropped dramatically for this one HR professional.

How?

I stopped making this personal.

The spotlight, the questions, the scrutiny from self and others - it's going to happen. It's unavoidable. Just when you think all is lost and you think about turning in your keys and parking pass, stop and take a look around. 

Notice that your hands are gripping the reins. They are clenched, sunburned and achy. Notice that your legs are cramped and your spurs are dull.

Now, notice this. You are still on the horse. 

Photo creditiStockphoto