OneVoice Newsletter August 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 important 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
Actively engage
Actively engaging in the work community around you
shows that you're invested in the success of your
coworkers and the company. Positive engagement
also shows care and dedication to your role.
3 ways to actively engage:
1. Show up to work a few minutes early.
2. Show genuine care in the tasks you do.
3. Particpate in organization events.
4. Volunteer to particpate in projects.
fsresidential.com/illinois 6
Self-Care tip
Stretch your body daily. Sitting in a
stationary position daily can cause our
muscles to become tight. Stretching helps
to increase muscle mobility to create
strong, flexible muscles. Additionally,
when we stretchy it helps release tension
in our joints.
Life, simplified