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Customer Service Begins in HR: How HR Sets the Tone for Service Culture (HRMD7AX)

Presented by: Mary Gormandy White, M.A., SHRM-SCP, SPHR
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On Demand Webinar
60 minutes
Event Description
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1.0 PDC - AudioSolutionz is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CPSM or SHRM-SCPSM

Learn How Your HR Department Can Cultivate a Positive Culture of Internal and External Customer Service

Representatives of the human resources (HR) department are typically an organization's first point of contact with applicants and new hires. For this reason, the HR department sets the tone for how prospective employees view the company's culture from the beginning of their interactions with the organization. From the company’s online recruitment presence, throughout the entire talent acquisition and on-boarding process, and beyond, those initial interactions both form applicants’ first impressions and introduce them to the company’s culture.

Companies that wish to cultivate a culture of internal and external customer service can’t overlook the importance and impact of the interactions between HR and applicants/new hires. After all, you never get a second-chance to make the first impression. And, with so much competition for top talent, you certainly can’t afford to do things that would cause the right people to self-select themselves out of consideration or cause the wrong people to think your company is the right place for them!

The starting point of building a customer-focused culture involves examining the points of contact that take place between the HR department and applicants, new hires, and incumbent employees. By making sure that the right messages are sent from the first point of contact with the HR department, it's possible to set the stage for cultivating a positive culture of internal customer service that will permeate every aspect of the organization, including how employees treat each other and the level of service they provide to external customers.

Join this session, where expert speaker Mary Gormandy White, M.A., SHRM-SCP, SPHR, will help you learn how your HR department can set the stage for cultivating a positive culture of internal and external customer service. You will also learn how and why customer service begins with the HR function. You will gain actionable knowledge that will help you improve your ability to provide effective customer service to your organization’s important internal customers.

Session Highlights

  • Learn who your customers really are
  • Discover how (and why) internal customer service sets the tone for external service
  • Understand how HR impacts internal customer service within all organizations
  • Explore points of contact for customer service between HR and employees or applicants
  • Get principles of effective customer service that can be applied to the HR/internal customer relationship
  • Understand the keys to cultivating a culture defined by internal customer service, beginning with the HR department
  • Get a checklist for effective internal customer service for HR professionals
  • Understand the characteristics of effective internal customer service, and how it is rated

Who Should Attend

  • HR directors
  • HR managers
  • HR generalists
  • HR specialists
  • Other HR professionals
  • Business owners
  • Corporate communication professionals
About Our Speaker(s)

Mary Gormandy White, Employment Laws ExpertMary Gormandy White M.A., SHRM-SCP, SPHR
Mary Gormandy White, M.A., SPHR, SHRM-SCP is co-founder of MTI Business Solutions (, a leading talent development firm. She specializes in training, talent development and assessment services focused on building better workplaces. Her firm is an authorized provider for Everything DiSC®, Five Behavi... More info

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    Subject: You might be interested in this event from AudioSolutionz
    Event Title: Customer Service Begins in HR: How HR Sets the Tone for Service Culture
    Presenter(s): Mary Gormandy White, M.A., SHRM-SCP, SPHR

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