Recent Post by VerstandHR
Every organisation wants to deliver exceptional customer service, but achieving this requires more than asking employees to exceed expectations. Employees need the right skills, motivation and working conditions to respond effectively to customer needs. As the 2026 Customer Service Week theme, The Extra Mile, reminds us, exceptional service goes beyond fulfilling basic expectations. It involves demonstrating initiative, understanding customer needs and making an additional effort to create positive experiences. However,[…]
When we talk about customer service, the conversation usually focuses on the customer. How quickly were they attended to?Was their complaint resolved?Was the staff polite?Did they leave satisfied? But there is another question organisations need to ask: What is happening inside the workplace that determines how employees treat customers outside it? This is where Human Resources comes in. Customer service is not created only at the point of interaction with[…]
The probation period is over. The decision has been made. The employee has been confirmed, the confirmation letter has been issued, and everyone can finally breathe. But is that really the end of the process? Not quite. Confirmation should not be treated as the finish line. It is the point where the organisation moves from assessing a new employee to investing in their longer-term success. Confirmation Is a Beginning, Not[…]
The probation period eventually comes to an end, and with it comes an important decision: What happens next? For the employer, it may be a decision between confirming the employee, extending the probation period or ending the employment relationship. For the employee, it can be a period filled with anticipation — “Am I being confirmed?” But this decision should not come as a surprise. By the end of probation, both[…]
An employee can have the right qualifications, impressive experience and perform well during an interview — but that doesn’t always tell you how they will perform once they join the organisation.This is where probation becomes important.It gives employers the opportunity to see the employee in the real working environment and answer a much bigger question:“Is this person truly the right fit for the role?”But making that decision requires more than[…]