Does your team provide good customer service? What does good customer service look like?
Often it’s about focusing on meeting customer expectations around what really matters. It’s about giving the individuals in your team the responsibility and ownership of their own processes and about making sure that what they do is exactly what their customers want, regardless of which process they are currently performing.
It’s the most important thing first of all to understand who your customers are and what it is that they need so that you can deliver specifically to those requirements. Within the payroll and HR arena, customers can include, payroll, HR, finance, Pensions, IT, Directors, Banks, Post Offices, Government Departments, Courts, Trade Unions, the list goes on endlessly. Customers of a payroll department aren’t just the employees getting paid.
Eira Consulting will work with you to understand what your department looks like and what the level of expectation is from your customers.
We will look at areas of performance that aren’t delivering to a satisfactory standard and establish ways of improving that performance. We will look at the demands on your team and separate the value (e.g. notification of a payroll change) from the waste (complaint due to non payment of a change previously notified) giving us the knowledge and understanding of what can be changed to improve the customer service.
Recent customer complaints will be reviewed, understanding how these are usually handled and what steps are taken to ensure the same complaints are not received again, and also customer praise, what happens to that and are the individuals in receipt of the praise notified!