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HOME::Customer Service

Top 7 Attributes Needed to be a Top Client Services Specialist Today

By Jennifer Selland

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It always has been a little ambiguous to figure out what exactly makes a top-notch Client Services Specialist. Well-Run Concepts has been conducting research to quantify what is needed in the position of Client Services Specialist today. We used a comprehensive, validated, step-by-step process called the Trimetrix™ system to determine what is needed for top performance. This article will summarize our findings to date and here is what we found.

  1. PLANNING AND ORGANIZATION: The ability to establish a process for activities that lead to the implementation of systems, procedures or outcomes.

    • Defines plans and organizes activities necessary to reach targeted goals

    • Organizes and utilizes resources in ways that maximize their effectiveness

    • Implements appropriate plans and adjusts them as necessary

    • Consistently demonstrates organization and detail orientation

  2. SELF MANAGEMENT: The ability to prioritize and compete tasks in order to deliver desired outcomes within allotted time frames.

    • Independently pursues business objectives in an organized and efficient manner

    • Prioritizes activities as necessary to meet job responsibilities

    • Maintains required level of activity toward achieving goals without direct supervision

    • Minimizes work flow disruptions and time wasters to complete high quality work with a specified time frame

  3. CUSTOMER FOCUS: A commitment to customer satisfaction.

    • Consistently places a high value on customers and all issues related to customers

    • Objectively listens to, understands and represents customer feedback

    • Anticipates customer needs and develops appropriate solutions

    • Meets all promises and commitments made to customers

  4. PERSONAL ACCOUNTABILITY: A measure of the capacity to be answerable for
    personal actions.

    • Accepts personal responsibility for the consequences of personal actions

    • Avoids placing unnecessary blame on others

    • Maintains personal commitment to objectives regardless of the success or failure of personal decisions

    • Applies personal lessons learned from past failures to moving forward in achieving future success

  5. RESULTS ORIENTATION: The ability to identify actions necessary to complete tasks and obtain results.

    • Maintains focus on goals

    • Identifies and acts on removing potential obstacles to successful goal attainment

    • Implements thorough and effective plans and applies appropriate resources to produce desired results

    • Follows through on all commitments to achieve results

  6. GOAL ACHIEVEMENT: The overall ability to set, pursue and attain achievable goals, regardless of obstacles or circumstances.

    • Establishes goals that are relevant, realistic and attainable

    • Identifies and implements required plans and milestones to achieve specific business goals

    • Initiates activity toward goals without unnecessary delay

    • Stays on target to complete goals regardless of obstacles or adverse circumstances

  7. FLEXIBILITY: The ability to readily modify, respond to and integrate change with minimal personal resistance.

    • Adapts effectively to changing plans and priorities

    • Demonstrates the capacity to handle multiple tasks at one time

    • Deals comfortably with ambiguity

    • Adjusts preset plans as necessary with minimal resistance

Well-Run Concepts

"Helping Organizations Define and Develop Top Talent."
2022 Cliff Drive, PMB 254, Santa Barbara, CA 93109
Tel: (805) 566-2900 Toll Free: (877) 566-2900 Fax: (805) 566-2990
Website: Email:


Article Submitted On: August 31, 2005