When will your HR department be accountable for customer satisfaction?

Artist: Sandro Diener
Artist: Sandro Diener
Customer Satisfaction Starts with HR
17 Mar 2009

Yes, you read that right. That’s my opinion (and for instance Gallup’s HumanSigma publication is in line with this statement)>

Customer satisfaction starts with your human resources department. Or should I say should start!

How?

Well, as they always say about achieving success, start with a plan, lay a good foundation, and have a system.

Having said that, customer satisfaction starts with HR because you need to give careful attention to who you are going to hire, how you’re going to hire, train, coach, and treat them on the job.

In other words, you create a customer-centric company by filling your positions with people who have the aptitude and the attitude to build good relationships with one another and with your customers.

By doing so, you have started a plan, and laid the foundation of a customer-centric organization. Now, all you need is a system, which will then include the training, the guidance, the encouragement, the works.

Having written down, I have to admit that my working experience is different. Somethis, the gap between what should be in a customer centric company and reality is big, big, big. And this also applies for this aspect of a customer centric company

Artist: Sandro Diener
Artist: Sandro Diener

Where do you start?

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