News: Customer Service/Care
HR poll identifies people management and 'responsive' customer service needs
25 September 2008
Customer service training for human resources (HR) professionals should be aimed at nurturing proactive individuals who pre-empt problems before managers encounter them.
That is the primary finding from new research by the Institute for Employment Studies (IES), based on a study of line managers, senior managers and employees in the retail, electronics and health sectors, local government and the civil service.
In its report, entitled What Customers Want from HR, both managers and employees express their wish for HR to function as "people partners" to the business.
"They want a responsive service that listens to their needs," confirmed Wendy Hirsh, report author and principal associate fellow at the IES.
She continued: "They want a proactive function that helps managers look ahead and spot major issues."
Managers also want a professional function that has "real expertise" in people issues and HR practices, according to Ms Hirsh.
The report alludes to HR's need to support - not dilute - responsibility for people management in an organisation, with its ability to coach line managers "highly valued".
All of the groups studied were in agreement about the importance of thorough training for all new managers. 
