This video discusses the value of how an HR administrative professional can offer excellent customer service to employees and managers, and offer tips for doing so on the phone and in person. In this tutorial, human resources professional consultant and trainer Catherine Mattice offers tips on how to interact with current and potential employees to ensure they are treated well and to build a positive reputation for your company.
- When I was the director of HR for a small business,…back in the early 2000s,…people used to joke that they dreaded hearing my voice…over their telephone intercom.…"Janet, can you come to my office…"when you get a chance, please?"…Why did I make them so nervous?…Well, their perception was that I held the key to their pay,…their vacation time, their performance evaluations,…their benefits, and basically, their job.…While that's not entirely true,…that was their perception…because my job was related to all of those things.…I quickly realized the employees…should be treated like my customers.…
Think about your recent experiences with customer service.…What made you want to continue…to do business with that person or company?…Relationships in HR are similar,…so let's examine how human resources…can provide good customer service to employees.…You are often the first interaction people have…with your company.…If you're doing any recruiting and interviewing,…the candidates are forming opinions…about your organization, based on you.…
HR consultant Catherine Mattice outlines some of the considerations of the human resources professional, such as balancing the needs of employees with the interests of the organization. She reveals how to conduct an HR audit to identify HR practices that need improvement. She then outlines core HR responsibilities: staffing, training, documentation, compensation and benefits, performance reviews, job descriptions, compliance with state and federal regulations, and more.
- Explain the role of administrative HR.
- Describe how to build trust with employees.
- Summarize how to conduct an HR audit.
- Cite the best practices for personnel files and recordkeeping.
- Identify the important tasks involved in writing a job description.
- Recognize the fundamental components of a high-quality onboarding experience.
- Identify effective and ineffective ways to discipline an employee.
- Cite the key reasons for conducting an exit interview.