Course Overview

HR is not only a strategic business partner but also a service provider to employees, managers, and external stakeholders. Providing excellent customer service within HR builds trust, enhances employee experience, and strengthens the HR function’s credibility in the organization.

This course equips participants with the skills and mindset to deliver professional, responsive, and empathetic service in HR interactions. It covers effective communication, conflict resolution, handling employee inquiries, and managing expectations, while integrating HR policies and compliance requirements.

Course Objective

By the end of this course, participants will be able to:

• Define the role of customer service in HR.
• Apply effective communication techniques to HR interactions.
• Manage employee concerns with empathy and professionalism.
• Balance customer service with compliance and organizational policies.
• Build a reputation for HR as a reliable, approachable, and strategic service provider.

Course Curriculum Breakdown

Module 1 – Understanding HR as a Service Function

• Internal vs. external customers of HR
• Shifting perception: From administrative HR to service-oriented HR
• The link between HR service delivery and employee engagement

Module 2 – Effective Communication in HR Service Delivery

• Principles of clear and empathetic HR communication
• Active listening and questioning techniques
• Communicating HR policies without sounding bureaucratic
• Handling sensitive information with confidentiality

Module 3 – Handling Employee Requests and Concerns

• Managing inquiries about pay, benefits, and leave
• Conflict resolution strategies for HR professionals
• Addressing complaints and grievances professionally
• Balancing employee needs with organizational policies

Module 4 – Building HR Credibility and Service Culture

• Creating an HR service charter or service-level agreement (SLA)
• Using HR technology and self-service portals for better service delivery
• Continuous improvement: Gathering feedback on HR services
• Establishing HR as a trusted partner in the business

Extras and Takeaways

• HR communication toolkit
• Feedback survey samples
• Conflict resolution frameworks
• Certificate of Completion

Who Should Take This Course:

• Aspiring HR Professionals
• Early level HR Professionals
• HR officers
• HR business partners
• Managers & team leads
• Employee relations specialists
• Consultants