100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
HRB EXAM QUESTIONS & ANSWERS 100% ACCURATE!! $15.49   Add to cart

Exam (elaborations)

HRB EXAM QUESTIONS & ANSWERS 100% ACCURATE!!

 6 views  0 purchase
  • Course
  • HRB
  • Institution
  • HRB

Describe the purpose of the CSO - ANSWERSTo provide help & inspire confidence in our clients & communities everywhere. Explain the CSO structure, our teams and commonly asked questions? - ANSWERSCare to provide help & inspire confidence; serve w/ transparency; win by making it easy. Escalatio...

[Show more]

Preview 2 out of 5  pages

  • November 8, 2024
  • 5
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • HRB
  • HRB
avatar-seller
papersmaster01
HRB EXAM QUESTIONS & ANSWERS
100% ACCURATE!!

Describe the purpose of the CSO - ANSWERSTo provide help & inspire confidence in our clients &
communities everywhere.



Explain the CSO structure, our teams and commonly asked questions? - ANSWERSCare to provide help &
inspire confidence; serve w/ transparency; win by making it easy.



Escalation teams - ANSWERSEscalations agents research and resolve escalated cases submitted by Tier 1
agents.



People Center - ANSWERSprovides human resource support to H&R Block associates.



Emerald Card team serves - ANSWERSEmerald card clients; merchants; banks; clients w/ financial
products; anyone



A digital agent - ANSWERS



A client relations/ field call support agent - ANSWERS



5 steps of the call flow - ANSWERS1. Call/greeting- (Thank the client for calling, introduce yourself, &
offer to help)



2. Contact Identification- (Confirm who's calling)



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 - ANSWERSAs 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 - ANSWERSdownloaded software to your
pc

Online; hrblock.com- user name & password



What is C.A.R.E? - ANSWERSC- confirm

A- Acknowledge

R- Reassure

E- Educate



Salesforce - ANSWERSProcess navigation, knowledge articles



Olat - ANSWERSOnline client research



TPAdmin - ANSWERSSoftware & Online prior-year client research



Software Product - ANSWERSA downloadable product that is installed on a client's pc. Clients can only
access the tax return on the pc with the file and the software installed. These clients are able to access
their tax forms and tax interview when opening the program. Current and prior year tax interviews
available.

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller papersmaster01. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for $15.49. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

81989 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
$15.49
  • (0)
  Add to cart