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Customer Service - Payroll Style (HRMD42U)

Presented By : Vicki M. Lambert , CPP
(*) Single User Price. For multiple users please call 1-800-223-8720
Pre Recorded Audio Conference
90 minutes
  •  Tue, December 2, 2014
Event Description
See the sneak peek before you buy!
1.5 Credits

How to Correctly Implement a Payroll Department Customer Service Policy

A traditional definition of customer service is-- 'a policy to ensure customers receive what they need so they will return to use our product or service.' Applying this definition to payroll doesn't really work. The 'product' payroll offers-a paycheck-will always be accepted by its 'customers'-employees-no matter how rudely they actually are or felt they were treated by the payroll office personnel. However, customer service is relevant and essential to the operation of an efficient and productive payroll department! Excellent customer service assists payroll in its daily operations within the department rather than for its outside customers.

This conference by Vicki M. Lambert, CPP, explains how a correctly implemented payroll department customer service policy will ensure that communications remain open and clear. By setting down in writing what the payroll department can and cannot do legally or will or will not be able to do right up front, goes a long way towards preventing future misunderstandings, miscommunications and the resulting conflicts. It also protects the department from losing valuable time handling this misunderstanding or conflict.

By establishing a customer service policy with a payroll twist, the manager creates an environment within the payroll department that focuses on increasing productivity and efficiency of the department rather than on the customer needs. However, this in turn actually allows the department to offer better service to its customers in the long run. It sets up when the department is available and when it is not. What it needs and when it needs it to ensure that all of its customers are paid on time and in compliance with all labor and tax laws.

In this session, you will learn

  • How to establish and communicate payroll department service standards
  • How being a better listener will help you become a problem solver
  • Employee self-service centers-are they good customer service?
  • How to get other departments to help payroll meet its deadlines and provide customer service
  • Tips for maintaining customer service during peak payroll department periods
  • Strategies for calming the irate customer
  • Tips for rebounding when your customer service fails
  • How to choose the best service delivery method for your message. Should you email it, voice mail it, snail mail it, or post it?
  • Tactics to help you assess the customer service skills of your staff
  • How to manage customer expectations
  • How to establish a 'payroll-centered' customer service policy
  • When it is okay to say no to a customer-compliance is the department's #1 customer
  • Using customer complaints and comments to improve service
  • Making sure your communication policy is customer friendly not 'I am too busy' friendly

Who should attend

Payroll and human resources professionals

About Our Speaker(s)

Vicki M. Lambert, Hr Training Programs ExpertVicki M. Lambert CPP
Vicki M. Lambert, CPP is President and Academic Director of The Payroll Advisor™ a firm specializing in the training of payroll professionals.  With over three decades of hands-on experience in all facets of payroll functions as well as over 20 years as a trainer and author, Ms. Lambert is a sought-after ... More info

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    Event Title: Customer Service - Payroll Style
    Presenter(s): Vicki M. Lambert , CPP Protection Status