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The HR as a service center 2012
 

The HR as a service center 2012

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Great emphasis in today's workforce is placed on treating customers with respect and meeting their needs and expectations. But what more organizations are learning is that this emphasis needs to be ...

Great emphasis in today's workforce is placed on treating customers with respect and meeting their needs and expectations. But what more organizations are learning is that this emphasis needs to be placed on internal customers, too!

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    The HR as a service center 2012 The HR as a service center 2012 Presentation Transcript

    • The HR People
    • * Identifying the Customers
    • * 1:48
    • *
    • **Customer Service is a CONCEPT which present the Human PROPER COMMUNICATION.*----------------------------------------------------------- ---------------------------------
    • * So what?? What could be happened!!
    • *Understanding our JOB Expectations Each Job has TWO Dimensions !
    • *Products Qualities vs. Service/Personal Qualities
    • * How to shift for success How to show respect forinternal customers 4 STEPS 1st Step………. Review your Behaviors
    • **Start to recall most of the behaviors we used to communicate with our customers*Imagine the messages we send through such behaviors*Think about the new messages we need to communicate.*Find now the behaviors which present those new messages.
    • *How to show respect for internal customers 2nd Step………. Professional Image
    • *People determine seven things from your appearance.* Income* Education Level* Social Position* Sophistication* Success* Moral Character* Trustworthiness
    • * How to show respect for internal customers 3rd Step……….Grape their NEEDS, Ask & Listen
    • *Pay attention to Content & IntentDevelop the Desire to Listen1. Talk Less2. Ask Questions3. Let There Be Silence4. Remove Distractions5. Show You Are Listening6. Empathize
    • *How to show respect for internal customers 4rd Step………. Develop a Respect ATTITUDE
    • *1. Don’t criticize, judge, or complain about people.2. Appreciate people.3. ---------------------4. -----------------------
    • *How to keep internal deadlines and make commitments that stick
    • *It’s about Management & Team Work*Honesty*Team Spirit*Willingness to take responsibility
    • *Dealing with Anger
    • * Prior to making the communication/call, get as much background information as possible.* When you place the communication/call, remain calm with a positive, caring attitude.* Let the customer vent.* Ask questions, and really listen until the customer has no more to say. *
    • *Creating anAction PlanExercise
    • ** On the Spot; (to be started as from NOW)* Later;
    • *Anything I can to make theorganization work better!
    • *It’s the SUCCESS time.