One of our clients is seeking to develop Customer Service Standards. We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience. One of the key attributes that this organization is seeking from its team members is resourcefulness. So, how can you become even more resourceful?
There are two primary keys to resourcefulness. One is having the assets that you can bring to bear to address a given issue, need, or goal. The other is having the creativity to formulate a plan or a response in using those assets.
List Your Assets
First, formulate your own list of assets. An asset could be a subject matter expert in your company, a key contact in another division, or some other constituent or stakeholder or supervisor with a great deal of knowledge on specific topics or about specific customers. An asset could be the knowledge base in your system. An asset could be some past correspondence you had with a similar customer or about a similar situation.
As you can tell, the assets can generally be people, technology, or content that is categorized or organized in such a way that you can quickly find a related situation or customer type that you’ve supported in the past. Create that list of assets so that you can more quickly meet the need of the customer.
Let Your Creativity Flow
Second, to creatively formulate the plan, you need to be able to think differently. Let’s say that your customer cannot make their payment by the due date. You start asking yourself: Who in my organization has expertise in dealing with situations like this and has resolved these types of issues previously? What list of related FAQs exist? What are some past e-mails or documents that I’ve utilized in similar situations that I can access to help this person as well?
Instead of just considering what you alone can do in this situation, expand your thought to consider who you can contact, what might be the standard answers, or what has proven successful with these types of customers or in similar situations.
To be resourceful, create that list of assets that you can bring to bear in customer situations. Then, take some of the burden off yourself by tapping into the people, technology, and communications that have helped you to succeed previously.
Use your assets and creativity to become the Resourceful Representative.
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