Returns/Refunds
When is the HEAT method used?
When customers are upset.
What is SmartLook?
SmartLook allows us to see the customer's TurboTax screen.
What is EFE used for?
It is used to get information about e-filed returns and to verify customer's identity.
What do you need to check first if a customer is asking about their refund?
Check to see if the return has been accepted or rejected.
What does the H in HEAT stand for?
Hear them out by listening to them.
Where do you put the SmartLook code from the customer?
Enter it at the bottom of your phone tool.
What 5 pieces of information can be provided from EFE?
1. Return Status (accepted or rejected)
2. Rejection code, Intuit problem message and Intuit solution message
3.The Declaration Control Number (DCN) or Modern e-file (MeF) Submissions
4. General payment/refund method (direct deposit, traditional check)
5.Filing date
What is Webserve?
Webserve is our tool that connects us to Santa Barbara Tax Group (SBTG) and the products that we offer through TurboTax Online. These include Refund Transfer and Refund Advance (If offered to the customer).
What does the E in HEAT stand for?
Empathize by putting yourself in the customer's shoes
Is using SmartLook optional?
NO, SmartLook should be used on every customer contact
What are the ways you can search for a customer in EFE?
1. Auth ID
2.Email
3.Last Name/phone
4. Last Name/Zip Code
5.Phone number
What is Refund Transfer
They chose to pay their TurboTax fees from their refund.
What does the A in HEAT stand for?
Apologize to ease your customer's feelings.
Name at least 2 things you can use SmartLook for to help the customer
1. Confirm how get to chat
2. Show how to send messages to expert
3. Confirm customer is in Full Service
4. Upload documents
How do you get into Salesforce from IEP?
From Tools click on EFE and that will take you into Salesforce.
Why are refunds so important to customers?
It is the biggest paycheck for most people in the year.
What does the T in HEAT stand for?
Take action to find a solution for the customer
Name at least 2 reasons why we emphasize the use of SmartLook?
1. Empathy - care enough to see the situation from the customer's perspective.
2. Alignment - you are both looking at the situation together
3. Inspires Confidence - customer seeing you helps them realize you are a real person who wants to help them.
4. Resolution - so you can see what is going on and diagnose the issue.
How do you get to Webserve?
In IEP you click on Tools -> EFE to get into Salesforce in the lower right corner click on Tools and then find Webserve
What 4 items must be confirmed by the customer before checking Webserve?
1. First/Last name of primary or secondary taxpayer on the return.
2. Last four digits of the Social Security Number of the primary or secondary taxpayer on the return.
3. Birth year of the primary or secondary taxpayer on the return.
4. US Zip code listed on the return.