OneVoice Newsletter August 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 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
ACCOUNTING AP INSIGHTS Avid Invoice Processing Dealing with duplicate invoices? Avid Bill Pay will reject any document that has a duplicate invoice number from the same vendor. The AP team must research each duplicate invoice that Avid rejects. Often the invoice is in the manager’s queue waiting for approval, has been approved or has already been paid. One way to avoid duplicate invoices being sent in is for the vendor to submit all invoices for payment. In 2021 the Midwest Region of FirstService Residential paid $55,000 to Avid for duplicate invoices received. To avoid duplicate invoices being sent to Avid we ask that all invoices are sent in by the vendor and not the manager. For additional questions, please contact Kathy Gordley, Midwest Accounts Payable Supervisor fsresidential.com/illinois 7 Life, simplified
Page 1 and 2: Back to school August, 2023 Inside
Page 3 and 4: Table of contents Online Reputation
Page 5 and 6: Human resources VOICES ASSOCIATE EX
Page 7: Culture champion The five inclusive
Page 11 and 12: FIRSTSERVICE PROJECT MANAGEMENT SMA
Page 13 and 14: IN GOOD COMPANY Vendor highlight: T
Page 15 and 16: FIRSTSERVICE ENERGY FIRSTSERVICE IN
Page 21 and 22: IT Seven ways to ID a phishing or s
Page 23 and 24: PROPERTY HIGHLIGHTS Feature your pr

OneVoice Newsletter August 2023

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