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Opening the contact

QuestionAnswer
What does the TAS organization acquire via the taxpayers initial interview with an Intake Advocate (IA). The initial interview helps TAS accomplish the mission of advocating for the taxpayer. It also helps TAS acheive its business goals. Such as determining relief rates, measuring customer satisfaction, and assessing the level of quality being provided.
What determines the degree of work necessary for an IA to complete a customer contact? 1) The nature of the situation 2) The customers ability to explain their issue 3) The IA's proficiency at listening, understanding, explaining, and performing the technical steps required to open or reopen a case. 4) The IA's research skills
What are the six stages of the customer contact? 1) Opening the contact 2) Authentication and disclosure 3) Assessment and clarification 4) Apology 5) Providing appropriate information or referrals 6) Closing the contact
Can you name one of the sample "I can" statements? 1) Absolutely! I can certainly help you with that. 2) I can look that up for you. 3) I can give you an idea by researching your account 4) I can work with you to resolve this issue and the frustration it is causing you
How would you reply to a customer frustrated with a hard to understand notice? I can certainly understand your frustration caused by a very hard to understand notice.
How might I open a call for TAS assistance? Thank you for The Taxpayer Advocate Service. My name is Mr. Fernandez, ID number one thousand .... May I please know the extent of your hardship?
What might I say during the opening of a call but after I have been told what the issue is? Let me begin by saying how disappointed I am about your situation, and also that I will do all I can to help you.
Created by: pobox1u4p
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