CHROs - Are you ready for the next Role? (Article I - Chief Customer Service Officer)

 We have often debated about CHROs being ready for CEO Role? In this series, will identify similarities and opportunities for CHROs if they intend to be the CEO tomorrow.


Starting with one of the most #undervalued job - CSO (Chief Customer Service Officer)

- Communication Skills: Both roles require excellent communication skills. CHRO needs to communicate effectively with employees, management, and external partners, while the Head of Customer Service must communicate clearly with customers and internal teams.

- Empathy and Emotional Intelligence: Both positions benefit from a high level of empathy and emotional intelligence. While one needs to understand and address the needs and concerns of employees, the other one must empathize with customers' issues and concerns.

- Problem-Solving Abilities: HR leaders often deal with employee conflicts and organizational challenges, while Customer Service Heads handle customer complaints and service issues

- Conflict Resolution: Conflict resolution skills are vital for both HR and Customer Service leaders. HR Heads often mediate disputes among employees, while Customer Service Heads deal with conflicts between customers and the company.

- Customer-Centric Focus: The Head of Customer Service obviously needs to be customer-centric, but the Head of HR can also benefit from a customer-focused mindset, especially in organizations that emphasize employee engagement and customer satisfaction as interconnected goals. Employee NPS and Customer NPS have proven to have a strong and direct correlation between them

- Strategic Thinking: HR leaders may be involved in workforce planning and talent management strategies, while Customer Service Heads often contribute to customer experience and retention strategies and inputs to internal teams on enhancement of product

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