Providing World-Class Customer Service for Federal HR Professionals

When you think of the term “customer service,” the first thing that comes to mind may be the service you receive in a retail establishment or when you call an internet service provider for assistance. Though the federal government may not provide customer service like other businesses, customer service skills are applicable regardless of the industry or sector.

For federal human resources (HR) professionals, your customers are not only the staff you support and new hires you recruit and interview but also the American public. All customer service provided at the federal level reflects how the government is functioning while building trust with the nation at large.

By providing your staff, candidates, and other internal stakeholders with exceptional customer service, you bolster your professional reputation, the reputation of the agency you represent, and the entire federal government. After all, the federal government is the largest provider of public services in the nation. Here are six questions to consider for providing world-class customer service as a federal HR professional.

Can your customers trust you?

Workers spend most of their day at work, and the HR issues they face significantly affect their professional and personal lives. To be a reliable resource for your staff, whether it is a long-term staff member experiencing a conflict or a new recruit hoping to dive into a career in public service, reliability is a key factor to ensure you are a trusted resource. Practice follow-through and consistency in everything you do.

Do you understand your customer’s needs?

Responsiveness isn’t just making sure you return phone calls and respond to emails in a timely manner. Good customer service also means understanding the needs of those you serve, recognizing them in the present, and anticipating them for the future.

How do you make people feel valued?

Staff who feel valued at work have higher job satisfaction and perform better than those who don’t feel appreciated. Practice showing sincere appreciation. Rather than generic statements about valuing employees, be specific––compliment and acknowledge traits, contributions, and accomplishments made by individuals and teams that are unique.

Do you show you care?

Sincere appreciation for someone’s work is crucial, but if you aren’t also practicing empathy, it will ring hollow. When someone shares something with you, whether personal or professional, especially if they are experiencing a problem, put yourself in their shoes and show them you understand where they are coming from or what they are experiencing.

Is the service you are providing meeting the customer’s needs?

Take command of your role to ensure you are providing the best service possible. Seek out opportunities for professional growth and implement ways to evaluate the effectiveness of your work frequently and consistently by using direct feedback from your customers and being open to constructive criticism to help you grow.

Do you take ownership of your customer’s needs?

Customers don’t want to just be a face in the crowd. Focus on your relationship with the person in front of you and express your individual commitment to assisting them.

Management Concepts offers a variety of customer service–focused courses for federal HR professionals to help you meet and exceed the expectations of your customers:

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Human Capital & Human Resources
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