Cipd 4dep Activity 2 Essay

1027 Words5 Pages

Activity 2

How an HR Practitioner ensures the services they provide are timely and effective.

Understanding Customer Needs for 3 different customers of HR

Employees – Require information on employment contracts

Managers – Require staff who can fulfill their job role efficiently and meet performance targets.

Applicants – Require a clear induction policy and training plan taking their individual needs into account.

Prioritising Conflicting Needs

The needs of customers may sometimes be conflicting (for example, managers want production results and longer working hours whereas employees want more time off and focus on work/life balance).
HR would ascertain which demands were the most urgent and important, taking
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Plans would be reviewed and updated at regular intervals to check progress and consider any changes in the situation.

Delivering Service on Budget

At all times HR must consider the financial implications of delivering service by liaising with finance/accounts departments and ensuring service is provided within budget limitations. It is also important to have a clear record of all resources available to the organisation to protect against unnecessary spending. For example, consider using in-house services as more cost effective than buying services in from outside the organisation.

Dealing with Difficult Customers

Dealing with difficult customers can have a range of implications to staff and the organisation. HR needs to consider: * Where difficult customer behaviour may arise and where it would be considered a risk * Suitable support for staff and managers handling difficult customers in line with company procedures, such as case conferences or guidance. * Consider the needs of external customers including unions and contractors.

The most frequently reported difficult customer behaviours are: * Verbal Abuse – swearing, arguing, offensive remarks. * Hostile Behaviour – body language, threatening gestures. * Physical Abuse – that may result in injury

Ideas for dealing with difficult customers may include: * Keep concise records and ensure these are discussed openly with the customer. This ensures they are aware

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