What Does it Take to be a Top Client Services Specialist Today?
By Jennifer C. Zamecki
always on top of her job. She knows what needs to be done and seems
to accomplish a lot of work accurately and on time. Jane's manager
seldom has to follow up with her on the status of her projects. She
gets a lot of compliments from both clients and co-workers. Now we
have Kim, who is always overwhelmed with the amount of work that
must be done. Usually her manager has to send her work back several
times because there are mistakes. Kim also receives client
complaints about her lack of customer care. Recently one of Kim's
co-workers has complained about her lack of flexibility. How come
Jane is succeeding and Kim is failing in the same job? How can
Kim’s manager help her achieve greater success?
always has been a little ambiguous to figure out what exactly makes
a top-notch Client Services Specialist. Recent research has
quantified what is needed in the position today by defining these
Attributes: personal skills or competencies
Values: rewards and culture
Behaviors: how they do the job
some details about each of these key areas, and what a manager
should look for to guide their current employees towards becoming a
top client services specialist.
Attributes will tell if an individual can do the job by looking
at what personal skills or competencies are needed. The top
1. Planning And Organization:
This means having the ability to establish a process for activities
that lead to the implementation of systems, procedures or outcomes.
Client service specialists that define plans and organize activities
that are necessary to reach targeted goals can achieve this.
Another way is by organizing and utilizing resources in ways that
maximize their effectiveness. Or, they can implement appropriate
plans while adjusting them as necessary. A great client services
specialist will consistently demonstrate organization and detail
2. Self-Management: Having
the ability to prioritize and compete tasks in order to deliver
desired outcomes within allotted time frames. Anyone will stand out
among co-workers by independently pursuing business objectives in an
organized and efficient manner, and prioritizing activities as
necessary to meet job responsibilities. By maintaining the required
level of activity toward achieving goals without direct supervision
employees will minimizes work flow disruptions and time wasters to
complete high quality work with a specified time frame.
3. Customer Focus: It goes
without saying, everyone in the company should be commitment to
customer satisfaction. This means consistently placing a high value
on customers and all issues related to customers. By objectively
listening to and understanding customer feedback, employees will
anticipate customer needs and develops appropriate solutions. This
will aid your company in meeting all promises and commitments made
make up the next critical success factor. They tell a manager why
an individual will do the job, as well as what rewards to use as
motivation. The top values are:
These employees value knowledge for knowledge’s sake. Reward them
by offering continuing education and intellectual growth. Never
stop encouraging them to grow.
These employees value traditions inherent in social structure. They
thrive on rules, regulations and principles. Reward them with a
structured work environment and feedback at specific intervals.
These employees value practical accomplishments. This group
appreciates results and rewards for their investments of time,
resources and energy.
tell how an individual will perform the job. In the research
certain behaviors were analyzed and are needed to perform well in
the job of Client Services Specialist. The top behaviors are:
1. Organized Workplace:
The job’s success depends on systems and
procedures. Successful performance is tied to the careful
organization of activities, tasks and projects that require
accuracy. Record keeping and planning are essential components of
2. Analysis Of Data:
The job deals with a large number of
details. It requires that details, data and facts are analyzed and
challenged prior to making decisions and that important
decision-making data is maintained accurately for repeated
examination as required.
3. Customer Oriented:
The job demands a positive and
constructive view of working with others. There will be a high
percentage of time spent in listening to, understanding and
successfully working with a wide range of people from diverse
backgrounds to achieve “win-win” outcomes.
Now that managers can have a clear picture
of what to look for in a top client services specialist, they should
ask themselves the following: Do your client serves specialist have
these critical success factors mastered? If not, what are the
company’s plans to develop them? How is the talent in your firm
today being measured? Do your employees have the above named
attributes, values and behaviors? If so, great! You are ahead of
the competition! If not, how will you develop them or better yet,
select talent that already has it? Either way, if you are not
assessing your talent now, how can you meet the challenges of
today’s evolving Client Services Specialist needs?
Read other articles and learn more
about Jennifer Zamecki.
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