Customer Service Begins in HR: How HR Sets the Tone for the Service Culture

Event Information
Product Format
Prerecorded Event
Mary Gormandy White, M.A., SHRM-SCP, SPHR
60 minutes
Product Description

Discover How Internal Customer Service Sets the Tone for External Service and Success


Hiring is the most critical step in building a customer-friendly company, according to service quality gurus. And HR departments have enormous potential to influence and improve a company’s customer service. If you wish to cultivate the culture of customer service, you can no longer overlook the importance of interactions between HR and applicants/new hires. And with so much competition for top talent, you can’t afford to do things that would cause the right people to self-select themselves out of consideration – or cause the wrong people to think your company is the right place for them.

Find out how to stay ahead of the curve by cultivating customer focus throughout your organization with leading corporate training specialist, Mary White. You will learn how your HR department can set the stage for creating a positive culture of internal and external customer service. You will find out how (and why) customer service begins with the HR function. You will get clear about who your customers really are; how exactly HR impacts internal customer service; the important points of contact for customer service between HR and employees/applicants; and the principles of effective customer service to remember. And you will learn how to cultivate an internal customer service-oriented culture, as well as how to rate effective customer service.

You will understand the power of sending the right messages from the first point of contact with the HR department: It enable you to set the stage for cultivating a positive culture of internal customer service – including how your employees treat each other and the level of service they provide to your external customers.

Companies with highly satisfied customers survive and thrive even in tough economic conditions.

Make no mistake: While your HR representatives may not be directly involved in providing service to external customers, they are in a powerful position to cultivate customer focus throughout your organization. They are your first point of contact with applicants and new hires. It is they who set the tone for how prospective employees view your company's culture – starting from your online recruitment presence through talent acquisition, onboarding process, and beyond! Those initial interactions form an applicant’s first impressions and introduce them to your company’s culture – and pave the way for outstanding performance and success.

After attending this webinar, you will learn how and why customer service really begins with the HR function. Plus, you’ll gain actionable knowledge that you can use to provide effective customer service to your organization’s very important internal customers!

Session Highlights

This webinar will cover the following topics:

  • Who your customers really are
  • How (and why) internal customer service sets the tone for external service
  • How HR impacts internal customer service within all organizations
  • Points of contact for customer service between HR and employees or applicants
  • The principles of effective customer service applied to the HR/internal customer relationship
  • Keys to cultivating a culture defined by internal customer service, beginning with the HR department
  • Checklist for effective internal customer service for HR professionals
  • Characteristics of effective internal customer service – how do you rate?

Who Should Attend

  • HR directors
  • HR managers
  • HR generalists
  • HR specialists
  • Talent acquisition professionals
  • Other HR professionals
  • Organizational Development (OD) professionals
  • Talent development professionals
  • Corporate communication professionals
  • Business owners
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About Our Speaker

Mary Gormandy White

Mary Gormandy White, M.A., SHRM-SCP, SPHR is managing director of MTI Business Solutions (, a leading corporate training/talent development firm based in the Southeast and working with clients throughout the U.S. She specializes in training, assessment and consulting services focused on building better workplaces through developing skills related to HR, management, leadership, workplace relationships, communication, team building, productive conflict management, employee selection and more.

Mary holds graduate...   More Info
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