Activity different customers. The worker needs the

Activity 2

2.1       Understanding Customer Needs

To give prompt and effective services needs an HR specialist to
balance the needs of different customers to decide which to give priority over
another. When faced with three users of HR services, such as an employee, a
manager, and an outsourced firm, the HR practitioner must have an insight into
the needs of these different customers. The worker needs the training to know how to execute his responsibility. The manager needs coaching to help
them develop leadership skills and behaviors that motivate the subordinate
workers to commit to work. The outsourced company needs a temporary contract
defining its roles and responsibilities for the outsourced task. When faced
with these conflicting needs, an HR professional should give priority to the
outside firm because its activity is temporary and urgent. The problem the
company has been hired to fix has affected the
productivity of the organization. The second priority would be the
employee because his need corresponds to
the effective operation of the company. The coaching need of the manager will be the last to be addressed
because it involves continuing professional development, and thus, it is an
ongoing process.

2.2 
Effective
Communication

There are different methods of communication that an HR
practitioner can use to communicate with subordinate staff, superiors, or other
managers. The table below describes three different methods of communication
stipulating their strengths and shortcomings.

Method

Advantages

Disadvantages

Telephone

i.       
Immediate
feedback
ii.     
Opportunity
to clarify things
iii.   
It
is fast
 

i.       
The
message can be quickly forgotten
ii.     
It
is not easy to give legal evidence
iii.   
Poor
presentation of the message can lead to misunderstanding and wrong response.

Letter

i.                   
Allows
for permanent records
ii.                 
It
clarifies verbal message
iii.               
It
is good for making references
iv.               
It
is more specific

i.       
It
can take considerable time to produce
ii.     
It
is limited to people who have sight
iii.   
It
is not flexible
iv.   
The
feedback is not immediate, which in turn can slow down the decision-making process.
v.     
Poor
writing skills can hinder the effectiveness of a (Dhlodhlo 3)

Email

i.       
It
is fast 
ii.     
It
is cheaper 
 

i.                   
It
is less formal
ii.     
Organizing
and reading emails eat up employee’s time for production 
iii.   
Risk
of sharing sensitive information is high
iv.   
Jargons,
pronouns, abbreviations, and short descriptions can make the recipient
misunderstand/misinterpret the message (Bryant)

 

2.3 
Effective
Service Delivery

It includes delivering service on time, delivering service on a
budget, dealing with difficult customers, handling, and resolving complaints.
HR practitioners can use various techniques to deal with difficult customers.
The most common tactics are to understand and listen, to empathize with them,
to focus on solutions, and to exceed expectation. Difficult customers desire to
be heard, that is why it is important for an HR practitioner to express concern
for their problems by listening to them. It is very crucial to develop an
insight into what is causing the negative reaction from the customer to devise
a solution to solve whatever is the reason for the customer’s unhappiness. The
HR professional should express empathy to the customer by expressing genuine
concern for the troubles the customer is experiencing. Taking time to express
concerns about this type of customer calms them down (Yagil and Luria 932). Once the source of the problem has been
localized, the HR can focus on giving the best solution possible. Importantly,
the HR representative should explain to the customer how he or she would
resolve the customer’s grievance. However, in case the client declines a
proposed solution, ask them to suggest an immediate solution to their problem
and then work on how to grant their wish. Then, the HR should focus on
exceeding his or her expectation to achieve their satisfaction (Yagil and Luria 933). Exceeding difficult
customers’ expectation can entail taking extra time to understand their
grievances and giving solutions quickly.

Customers are likely to differentiate the process of complaint from
consequences (Hansen et al. 4). In
expressing their dissatisfaction, customers usually preoccupy themselves with
getting perceived fairness of a service or product. In fact, they may be more
concerned with getting a fair and a sober procedural treatment than a specific
outcome of the complaint. In the same vein, customers decide to complain
because they perceive some form of loss (Hansen et al. 4). As a result, choosing to compensate them for the
perceived loss will come a long way in achieving their satisfaction.