HR at Your Service: Lessons from Benchmark Service Organizations
The purpose of HR at Your Service is to explain ways that you — as an HR manager — can ensure that your team develops a strong appreciation for the power of anticipating and attending to the needs, wants, and expectations of managers and their employees first and foremost.
Unfortunately, many HR departments lack knowledge of techniques for providing clients with true client-centric service. This lack of knowledge explains the failure of many HR departments in providing value-added services to help managers achieve their respective goals and the mission of the entire organization. Saying “we serve our clients” is one thing, but as made clear in this important book, benchmark service organizations make this commitment real in everything they say and do. Service-oriented HR departments know what makes them valuable in the eyes of all other managers and their employees. They take the time to learn what their clients need, want, and expect from them in order for their clients to be successful. They then demonstrate that their solutions to HR challenges are cost-effective, making HR’s service meaningful and memorable. Knowing the behavior and actions that make a service encounter with HR memorable for a manager is what differentiates the HR department that has influence in crucial decisions from one that is merely “there” in the organization.
|Name||HR at Your Service: Lessons from Benchmark Service Organizations|
|Author||Gary P. Latham | Robert C. Ford|