Summer 2024 FCIAAO Newsletter

advice SAGE

TRIM Notice Tango: Delivering Exceptional Customer Service with your “partner” Dear Members, August is right around the corner, and we all know what Effective communication starts with active listening. Avoid interrupting the customer as they explain their issue.

that means – the “25-day protest period” is quickly approaching. I don’t know about everyone else, but it seems like tax roll cycles are accelerating with each passing year. Proposed tax notices, also known as TRIM notices, are typically sent mid-August. The day of mailing marks the beginning of the 25-day countdown to the deadline to file a formal petition. However, these TRIM notices also encourage a taxpayer to contact the Property Appraiser’s Office first to encourage an informal review of the subject’s market value prior to the filing of a formal petition. Our offices will experience high call volumes and customer traffic, which can lead to heightened emotions. During these challenging times, exceptional customer service is paramount. As representatives of the Property Appraiser's Office, we must consistently deliver the highest level of service to our customers. Over the years, I have found these techniques to be the most effective.

SAGE SULLIVAN DUVAL COUNTY

While listening, try to obtain the parcel or account number early in the conversation to expedite the process. However, remember that new homeowners might be unfamiliar with these terms and how to locate the information. To better understand the customer's perspective, consider printing a sample TRIM notice to reference during the conversation and for all future conversations. This visual aid can help guide you in assisting the customer. Allow the customer to fully express their concerns and questions without interruption. While listening, take notes of the points you want to address once they’ve finished speaking. Most customer interactions will require educating them about Florida property taxes. Topics like caps, portability, exemptions, and TPP deadlines can be complex and unfamiliar to taxpayers. To effectively assist customers, ensure a solid understanding of these concepts prior to the 25-day protest period. Test your explanations on someone unfamiliar with property taxes,

such as a friend or relative, to gauge clarity. Always avoid jargon and acronyms. If unsure about an answer, politely refer the customer to someone who can provide accurate information – never guess. Providing inaccurate information can lead to significant problems. Lastly, if you must transfer a call, inform the receiving representative of the customer’s issue before connecting them. Avoid blind transfers, as this forces customers to repeat themselves and increases frustration. (Continued next page)

13

STAYING APPRA I SED

SUMMER 2024