Describe the purpose of the CSO - ACCURATE ANSWERS To provide help & inspire confidence in our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? - ACCURATE ANSWERS Care to provide help & inspire confidence; serve w/ transparency; win by making i...
Describe the purpose of the CSO - ACCURATE ANSWERS✔✔ To
provide help & inspire confidence in our clients & communities
everywhere.
Explain the CSO structure, our teams and commonly asked questions? -
ACCURATE ANSWERS✔✔ Care to provide help & inspire
confidence; serve w/ transparency; win by making it easy.
Escalation teams - ACCURATE ANSWERS✔✔ Escalations agents
research and resolve escalated cases submitted by Tier 1 agents.
People Center - ACCURATE ANSWERS✔✔ provides human resource
support to H&R Block associates.
Emerald Card team serves - ACCURATE ANSWERS✔✔ Emerald card
clients; merchants; banks; clients w/ financial products; anyone
A digital agent - ACCURATE ANSWERS✔✔
A client relations/ field call support agent - ACCURATE
ANSWERS✔✔
, 5 steps of the call flow - ACCURATE ANSWERS✔✔ 1. Call/greeting-
(Thank the client for calling, introduce yourself, & offer to help)
3. Issue Identification- ( listen to the client's problem statement,
determine the root of the cause through probing questions, & navigate
salesforce for the flow.
4. Issue Resolution- (Follow the Salesforce flow & knowledge articles,
if applicable, to complete all troubleshooting steps & resolve the client's
root issue.)
5. Call closing- (Confirm you resolved the client's issue, thank them for
using H&R block & pitch the survey.
Explain what a DIY agent does for H&R block - ACCURATE
ANSWERS✔✔ As a DIY agent, you'll ensure the client's experience is
seamless. Your role is to consider and simplify our client's experience by
resolving their issues and answering the questions they ask by phone or
chat. No matter their contact method, our clients still expect and are
given the same excellent experience.
Classify questions to identify an online versus a software client -
ACCURATE ANSWERS✔✔ downloaded software to your pc
Online; hrblock.com- user name & password
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