OneVoice Newsletter February Issue 002 - 2023

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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.
ACCOUNTING SPECIAL ASSESSMENTS Accounting has your back! Is your association having cash flow issues? Or has the term “Special Assessment” been brought up with your Board of Directors? The first person to talk about both of these scenarios is Dave Jandak, Vice President of Finance. WHO YOU GONNA CALL? Dave Jandak David.Jandak@fsresidential.com fsresidential.com/illinois 11 Making a difference. Every day.
Page 1 and 2: February 2023 Inside you'll find...
Page 3 and 4: Table of Contents Asa's Letter Cult
Page 5 and 6: CULTURE CHAMPION Teamwork “Create
Page 7 and 8: HUMAN RESOURCES SUMMER INTERNSHIP K
Page 9 and 10: FIRSTVOICE SOCIAL COMMITTEE SOCIAL
Page 11: SUPPORT BLACK BUSINESS Eat. Shop. B
Page 15 and 16: FIRSTSERVICE PROJECT MANAGEMENT TAC
Page 17 and 18: IN GOOD COMPANY Vendor highlight: I
Page 19 and 20: FIRSTSERVICE ENERGY FIRSTSERVICE IN
Page 21 and 22: MARKETING SNAP, THAT'S A WRAP! Just
Page 23: @FirstServiceResidentialIllinois @F

OneVoice Newsletter February Issue 002 - 2023

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