OneVoice Newsletter February Issue 002 - 2023

CUSTOMER SERVICE PRO TIPS
Active Listening
Great customer service takes more than just
listening to what people are saying and then
giving them exactly what they requested. CSS
tries to determine what our client needs and
see if we can provide more. (Example: If a
manager wants labels, we don’t just provide
the labels but ask why they need the labels.
Occasionally, you can save the manager a lot
of time by providing pre-addressed envelopes
or having our team do the mailing versus the
manager).
Communicating in the Best Way Possible
When CSS is sent an email, sometimes the
best response is not an email in return. Often,
it is a good idea to call the person or go and
see the person as a way of providing personal
service and “hear” what cannot be written in
an email.
Friendliness
CSS wants to make the person asking for
assistance feel as if their request is
welcome. Sometimes a client is stressed or
overwhelmed and our goal is to provide
support and not be an added burden to the
client making a request.
Sharing Feedback
It is import to have good rapport with your
clients. CSS tries to provide tips on how our
clients can be more successful in their
requests. When you have a good rapport, it is a
lot easier to discuss the ways CSS can improve
or the clients can improve. (Example: Timing of
requests, format of requests, errors).
Responsiveness
Most of CSS requests are high turnaround,
so our awareness of incoming requests is
crucial. Our clients appreciate our quick and
accurate processing of requests and we
truly appreciate their quick response to our
questions.
SOFT SKILLS DEVELOPMENT
Practice Active Listening
Do you actively listen or is it more important for you
to get your point across to the other person? Active
listening is a skill that must constantly be put into
practice. When we actively listen, we move from
telling our own story, to seeking to understand what
the other person's story is. By asking clarifying
questions, leaning in with your body and giving your
undivided attention you show another person how
much you care about what they have to say. How
can you practice active listening today?
SELF-CARE TIP
With more than 90% of our blood being pure
water it suffices to say that the less water we
drink the harder our bodies have to work to
function optimally. If you're experiencing
headaches, dizziness or tiredness it may be
linked to lack of water. This is called
dehydration.
fsresidential.com/illinois 10
Making a difference. Every day.