20 August 2008, Allson Hotel

Introduction

Good customer service is a lifeline of an organization and key requirement towards its growth and stability. It involves learning and understanding more about the internal and external customers' needs, expectations and behaviours in order to build stronger relationships and consistently delivering quality service. Of paramount importance for HR professionals is the focus on communication skills, responsiveness and operational excellence that really matters when planning and executing human resource activities to support the cross-functional needs.

In an increasing competitive business world, what drives a company to be better than other companies? Certainly delivering high quality support service in a fast, consistent and cost-efficient manner will be the ultimate objective. The challenge is for HR Professionals to provide good service to internal customers (i.e. colleagues, peers and cross-functional groups including those of other regions) such that it adds value, strengthen relationship and motivate them to perform their activities well. With mutual good support and performance, the organization can quickly satisfy the external customers' needs and potentially gain more businesses.