The Role of Human Resources Systems in Driving Customer Service.

The role of human resources systems in driving customer service

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Abstract

Studies show that employees who work in rewarding service environments, equipped with

the right tools to aid in doing their jobs, have the increased capacity to satisfy the needs of the customers. HR systems thus incorporate people management initiatives and practices which support and reward behavior focused on driving quality customer service. This paper thus seeks to clarify the role of HR systems in driving customer service.

The changing face of HR systems in driving customer service

The role of human resources systems has changed over the years from one of employees’ pure support to one focused on strategic development and competitive advantage. This is particularly reflected in the technical and job-specific fields. In addition, this trend is increasingly gaining favor in customer service coupled with effective communication and leadership, and performance planning (Condrey, 2005). The intent is to create conditions which enable employees to be trained and socialized in a manner that increases their responsiveness to customers’ concerns.

Part of the primary reason why HR systems are established is to improve an organization’s performance through efficient work processes, increased productivity, and individual contributions (Deb, 2009). Thus, to drive an unrivalled customer service, an organization employs strategies that are interwoven in modern technology and unique organizational culture such as warmth and concern towards the customers. According to Condrey (2005), customers are most interested in high quality life and often expect consistently outstanding service from an organization. As a result, some organizations make it mandatory for their employees to undergo basic customer service training. This is strategically done to anticipate and resolve customer concerns expeditiously.

Service-led HR system

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