Definitions
What is the blame game?
Where folks assign blame or criticize fellow Benchmate's actions
Which one of these is not a goal of our client slack channels?
1. Refund the client
Which of these is not a Client Success Representative's role in a client channel?
a) Ensure that all relevant stakeholders are in the channel & responsible for assigning responsibility
b) Expected to liase with Taxfyle to gain clarification and alignment on active escalations. Also will facilitate a pro change if appropriate.
c) Expected to handle channel and client communications (emails, calls) related to behavioural or billing-related reasonsd) over-all case-quarterbacking / movement of the case, messaging support,, and/or if the client were to escalate after communicating with the initial point-team.
b)
Define escalation:
An escalation is when a client expresses a feeling of concern, disagreement, disapproval, or opposition with any aspect of their Bench experience that cannot be resolved simply, and/or could be better resolved with additional stakeholders
Define the AAs role in the client channel
- Expected to handle channel and client communication (in app messages, emails, calls)
- aid Retention in drafts related to bookkeeping specific concerns/questions
- Empowered to loop in other Benchmates that they feel could aid with the case (
What role is this?
- On point to provide the channel with insights into a client's onboarding experience, if it’s due to misunderstood expectations during sales/onboarding process, and/or pre-60 day churns/escalations
- Empowered and expected to loop in Sales TL if appropriate
SDR - Sales Direct Report
Give an example of Reasoning Phrasing and how it's used in the client channel.
“The reason I ask is because…”
What does an Accounting Team Lead do in a client channel?
- Responsible for supporting their respective reps in channel and via joint call with clients during complex team-specific escalations including, but not limited to:
- Approval for resolutions / proposal for next steps related to bookkeeping
- Opinions on complex bookkeeping questions
How does the Bench Tax Coordinator support in the client channel?
- Expected to handle channel and client communications (Worklayer comm, emails, calls) related to tax filing questions or concerns, as well as concerns regarding Taxfyle or the Tax Pro's specifically.
- Expected to liase with Taxfyle to gain clarification and alignment on active escalations. Also will facilitate a pro change if appropriate.
- Empowered and expected to loop in Bench Tax TL & Managers if appropriate
What is the bystander effect and how do we avoid it?
Theory that states individuals are less likely to offer help when there are other people present, and no clear ask or direction is provided.
- Using @ wisely:
@here - Only use it for updates that require no action as it increases chances of Bystander effect (@here = @no one!)
@ specific Benchmate - Creates action and sets expectations as it forces the case in a specific direction
What needs to be included in a good escalation ticket: (need to get 4/6 items on template)
(include any relevant internal known details of HOW this came to be that you're aware of such as message history details or past/current errors in Bookkeeping or Tax)"
1. CS Representative
2. AA or ATL
3. Tax Ops Benchmate
1. #help_client-retention channel with the following information:
- Client ID & Business Name
- The case type (escalation, churn, etc) and a brief description of what action is needed from Retention (phone call, help with an email draft, etc)
2. - Reach out to the ATL or stand in ATL ta membr of the Vacation Coverage team
3. Beth Purkis or a Compliance TL and ask them to add in someone else to assist