Customer service an elusive concept for HR

By Brian Orr
|Canadian HR Reporter|Last Updated: 08/05/2003

For too many years I have participated in debates about who the customers of human resources are: managers or employees?

In truth, HR has a broad range of customers — people across the organization who expect or need services from the department — but regardless of who HR feels it’s serving, the more important debate needs to be how well those customers are served.

If HR spends its time enforcing government regulations, collective agreements and corporate policies, then little attention is spent on customer relations. This is often the case, and many HR staff members have difficulty grasping the concept of customer relations.