Human resources departments are arguably the most important department in a business or company because of the fact that they deal with the day to day interactions that decide whether customers and clients will continue to do business with a company. These departments can make or break a company’s success and should be given close attention by management in order to ensure that the company is prepared for success on all fronts of operation. You might opt for an external HR department instead to manage your business, such as the coaching platform LeggUp, which will help reduce burnout of employees and help build workplace relationships, amongst other responsibilities.
Furthermore, it is for these reasons that so many businesses reach out to HR consultants like Sentient for HR advice. Navigating the complexities of HR responsibilities such as employment law, redundancy advice, and absence management can be overwhelming at times which is why more companies than ever before now outsource some of these tasks to professional service providers.
However, there are many common mistakes that companies make in their human resources departments that may go overlooked but should actually be given close attention because of the damage that they can do to the integrity and reputation of the company. These are some common mistakes that businesses make in their human resources departments.
Not Hiring the Right Customer Service Employees
Customer service representatives should good at communicating, reliable, and honest, and most importantly, they should always have the needs of the customer in their forefront of interest. After all, this is why they receive the employee title that they hold. Companies make a big initial mistake when they don’t take the proper time to field customer service representative candidates and end up hiring individuals who are ill-fit, poorly prepared, and unable to keep the interests of the customers at the forefront of their interests. Companies should always field candidates to their human resources departments by assessing the employee qualities they hold that are most essential to dealing with customers properly. To make things easier, many companies outsource customer services to a specialised provider like Onno Plus, which you can read about on thenewsfront.com. Their employees are specially trained to manage customers, making for a more reliable customer experience.
Considering how crucial customer service is to any business, it is one area where there should be no compromise made at all. In fact, seeking outsourced customer service could be a viable alternative if your employees do not fit the role well. If your company operates internationally in countries that speak, say Spanish as a native language, you could consider approaching spanish call centers for the job. Prioritise focusing on linguistic matching to communicate well with consumers. The bottom line is that you should assign the job to those that fit the description well and can deliver what is expected of them.
Not Remembering to Ensure Accountability
This mistake may seem like a simple one, but it is actually one that matters a lot to the customer and can make or break a business deal if the customer receives bad service from the human resources department. When customer service representatives field complaints, concerns, or just general needs of the customers, they should be willing from the beginning of the interaction to identify themselves on a first-name, personable basis that makes the customer feel comfortable and heard. When customer service representatives don’t do this, they are shirking the responsibility of accountability by letting problems fall back on others in the company.
Not Considering the Customers’ Evaluation of the Customer Service They Receive
If anyone is going to be named the best judge of the customer service representative performance, then that person is going to be the customer. They hold the business interactions with the human resources department firsthand, and thus, they know whether they are being given adequate service or not. The customer is always first, so their voice should always be heard.
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