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
Who should attend
Payroll and human resources professionals
Vicki 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