“Customer Service? I don’t need to worry about that – I’m in Human Resources!” I overheard someone say this at a recent HR steering committee meeting I attended. The group was discussing customer service and how every employee from the ground up is an ambassador for the company. Happily offering up friendly and genuine customer service is important, especially in this critical time where competition is great and those companies that go above and beyond will rise. And isn’t that a constant truth we find weaved throughout our lives?

When you hear the term customer service, do you immediately think of the HR person at your company? Probably not. Maybe you think of the “face” people like the receptionist or sales force. Do this exercise the next time you handle a telephone call at work – conjure up a great big smile (even if you don’t feel like it) and then take the call, smiling the whole time. Then on another call, do not smile at all. Note differences in how the issues on the call were resolved and how you felt on the other end of the line each time. Chances are you had a better result when you smiled on the phone, and even though the other person cannot see your smile, they will certainly pick up on it in your inflection and tone.

Taking HR to a new, more positive direction is critical for your company. Your employees will talk positively about your organization if they feel they are being treated with kindness and respect. Research has shown that if a customer hears just one negative comment, it would take 10-12 positive comments to bring them back to ground zero, and then some to gain positive ground. Your employees are out there saying things about your company. What are they saying?

There are many things you can do to offer great customer service in the field of HR. First, you need to genuinely believe that everyone you deal with during the course of a day is your “client” and you are there to serve them as best you can. Employees get nervous when dealing with HR because of the negative reputation that HR has amassed over many years. Responding with a kind email to each employee as quickly as you can will assure them that the company cares. They see you as the company because typically you are the first one they see when the come in the door, the last face they see when they end their employment and everything in between.

And remember, a small shift in attitude can result in enormous benefit to you and your organization – and it’s free. What can you do today to offer great customer service?