Full Service
The meaning of TPA.
What is Tax Prep Assistant?
Although it doesn't involve any fender benders or horns, this process gets us ready to greet and help our customers.
What is the Daily Commute?
Without this, we could not even begin to assist our customers.
What is You, the Expert?
True or False: when initially greeting the customer, you must tell them the number of years of experience you have.
What is False (number of years of experience is optional)?
This new phrase added to the QoS is meant to reflect an agent's expertise, not the fact that you've been to one of Pat Monahan's concerts.
What is Trained?
Maybe the band, Devo, was inspired by this Full Service term when they wrote their most famous song.
What is WIP (Work in Progress)?
These key phrases which must be stated or typed on every contact help us deliver the best possible customer experience.
What is QoS?
The name of a 90s pop group, or going over and beyond for your customer.
What is Delight (Deee-Lite)?
This resource will not only help you find the answers to your customers' questions, but it will take you higher.
What is Elevate?
Receiving this reward may make you feel like a celebrity.
What is a Spotlight?
Leave Full Service
Release Client
Go Ghost
What are 3 ways to leave Full Service?
Good news for an actor, or what you should do if your customer's call is dropped.
What is callback?
True or False: You can transfer business customers who are using TTD Business to the Biz Team for assistance with preparing their returns.
What is False?
While this might sound like a drinking establishment that got a bad score from the health inspector, it's actually the report US taxpayers must file if they have more than $10,000 in foreign bank accounts.
What is an FBAR?
(Foreign Bank Account Report, FinCen 114)
This acronym could be pronounced SLAY and mean to do something exceptionally well; instead, it means the guidelines we use to handle Full Service returns.
What is SLA (Service Level Agreement)?
They say if you can't stand the heat, get out of the kitchen; but if your call gets hot, you should do these 4 things to de-escalate the situation.
What is HEAT?
Hear them out
Empathize
Apologize
Take Action
If you are living outside of the US and Puerto Rico and your main place of business is outside of the US and PR, you are allowed an automatic extension of this length of time to file your taxes.
What is 2 months?
(Not an extension of time to pay)
The components of a great DIRECT note.
What is: Date, Issue, Resolution, and Expected Completion Time?
This group of inspectors don't have gadgets up their sleeves, but they sure know their taxes.
Who are QRT (Quality Review Team)?
What the Care Bears were good at, or the ability to make someone feel seen, heard, and understood.
What is Empathy?
Name 4 of the 9 states that do not have earned income tax.
What are any 4 of the following:
Alaska, Florida, Nevada, New Hampshire, South Dakota, Tennessee, Texas, Washington and Wyoming?