SOPS
New step in Virtual Returns
Pause Virtual Tax Preparers
Create greater quality and consistency of execution
Build Operational Excellence
We constantly seek knowledge
Curious
What is the best way to recognize a member of the team
Whatever way they prefer
How much money was left on hold last year
$17 million
What tool do you use to verify inbound call quality at your location.
How many times (and at what time of day) are they required.
Mystery calls.
Three times per week. (One day, one night, one weekend - during tax season)
Develop adjacent businesses that leverage our core competencies
Invest for the Long term
We give and seek feedback
Straight-forward
4 options to offer an inbound call
Phone call
Virtual return
Drop off
in person interview
What does the R in REVIEW stand for
Research and Resolve
What is the first step to Service Quality and what tool would you use
The first step is to evaluate state of service quality. By reviewing the Service Quality metrics in Client Experience Survey (Medallia).
Leverage and compete on our cross channel strengths
Win on Costumer Experience
We say what we mean-timely, respectfully and directly to those it impacts
Straight-Forward
DAISY
Dashboard Review ,Alert Manager, Investigate Appointments, Show up, Yellow Space
How can you help customers go straight to paid
•Be present – Solve the issue now.
•Talk to every client – Touch the desk.
•Coach.
You are empowered to use your judgment
4 Steps to inbound call quality
First impression
Identify needs
Personalize Solution
Secure the appointment
Name all Strategic Pillars
Elevate our talent and culture
Own the strategic Brand position
Build on the customer experience
Build operational Excellence
Invest in the Long Term
Definition of Better Together
We use our similarities and differences to make us better
We each do our job well and help others reach their potential
GROW model
Goals
Reality
Options
Way Forward
Steps to Work In Progress
1. Take Stock
2. Verify hold documentation
3. Using Dashboard
4. Not served
5. Straight to in Paid
Name all SOPS
Virtual Returns
Service quality
Schedule Readiness
Work in Progress
Inbound call quality
Definition of Elevate our Talent and Culture
Make talent a core competitive advantage
Shape and grow a winning culture true to our heritage, purpose and passion
Strengthen empowerment and accountability to unleash potential
Be a leading voice and advocate for and with our communities
Name all 7 Behaviors
Customer Centric
Curious
Creative
Determined
Passionate
Better Together
Straightforward
Name 5 out of the 9 Leadership Coaching skills
Listening
Questioning
Giving Feedback
Showing Empathy
Letting the coaches arrive at their own solution
Recognize and Point out strengths
Providing Strength
Encouraging a solution focused approach
Steps for Tax professionals to get a client straight to paid
1.Introduce all clients to Upfront Transparent Pricing.
2.Explain the interview process and what the client can expect.
3.Find missing information for the client. Verify the Tax Professional knows all the ways to help find documents.
4.Review the return with the client if price is an issue – Show your value.
5.Ask three questions:
•Who signs the return? – H&R Block Standard Guarantee.
•What is the actual cost? – Was the price different than was explained? If so, why?
•Are they open year round?
6.Reach out to the Team Leader/DGM/RD – No walkouts.
7.Reflect and apply for next time.