QOS
There are Key words that the system looks all employees to use in every Customer encounter we deal with. The Qos For Full Service has more of there's words then the QOS for Assisted. True or False
True
I offer advice on TT Programs and apps.
The web based tax preperation soft ware cx use when form 1040 is needed and certain tax payers are elgible for.
What is TTO Free Edition?
I can find my scorecard By using this tool
what is the IEP Hamburger Bar drop down
The first value of intuit we learn about is this with out compromise.
What is integrity
When we have a situation where we have to call a customer back for an Assisted call. Skipping the Qos is acceptable and why?
False because qos has to be used in all calls
Every employee is expected to clock a few minutes early to do this everyday.
What is Daily Commute
A more complex return with rental properties and self employment or investments can be done online using this product
what is TTO Premium
My metrics are found for all my calls and my surveys can be accessed here.
What is VOC & Verbatims?
We fall in love with out customers Problems and sweat every detail to give our customers this intuit value
What is customer Obsession?
Qos only effect's my scorecard, so I shouldn't worry about it.
Qos scores effect the team as a whole, If everyone isn't doing what they are supposed to our team suffers as a whole.
We use this to document our interactions correctly
What is DIRECT Notes?
The TTO Deluxe option is used when a cx has this on on their tax return.
What is Itemizations, investment deductions, or receiving unemployment income.
Transactional Net Promoter Score
The E In the Intuit H.E.A.T stand for this.
What Is Empathize?
what are two ways we could make it easier to do our qos on each call and chat we get?
1. write or print out the QOS script an tape it to our monitors
2. Make a Document to keep open on our computer to reference to easily
We use this at the start of every shift to and all day changing it when we go on break or have appointments, ect.
What is Telephony
There are 2 options For TTL.
what are TTL Assisted and TTL Full Service?
This measures a cx satisfaction with the expert.
Using these helps My job go faster when doing a chat.
What are chat snippets
What is The Correct QOS script for TTL FS Engagements that we are expected to say before we start preparing the return?
Hi (cx Name), My name is _____ I am a trained Turbotax Live Full service Tax expert with 12 years of experience. In order to best assist you, I'm going to send you a screenshare request to share your Turbotax Live screen. Please accept the when you see it pop up on your screen.
Thank you for the documents you’ve shared with you Tax Prep Assistant (name) I'm just going to take a moment to look over the notes from the introduction call, But while I do that are there any TOP OF THE MIND QUESTIONS or MAJOR CHANGES you’d like to discuss with me?
Communication with intuit and our team is made easy with a quick message.
what is Slack
This is a product that can be bought a Desktop that can do complex returns for businesses and home and it includes 1 free state filing.
What is TT Desktop Home and Business
The rate the measures the amoint of Feedback a expert receives.
What is Survey Rate %
Intuit has this many other products that are not tax products.
4