Greeting the TP
How many seconds do you have to provide a greeting
What is 30 secs
What feature may be used if the caller request not to be placed on hold
What is mute
If transferring a customer to another application, (this applies to phone lines, and live chat) always provide the customer with the information to the place you are transferring to (i.e., the name of the department, _____________, and the hours of operations).
What is the direct phone number
How many steps are there of a quality contact
What is 6
Provide examples of means to conduct research before providing an accurate response to an inquiry
What are IRMs, TCDs, IRS publications, IRS forms, etc
T or F
Even if a call is not an account call, you must address taxpayer authentication probes.
What is F
How many seconds do you have to provide a greeting
What is 30 secs
We always offer a promised hold time of no more than 5 – 7 minutes. If no promised wait time, do not keep the caller on hold for more than ___ minutes without returning to the call.
What is 5 MINUTES
Use this application to dial or retrieve a call
What is finesse
List the 5 C’s to provide assistance
Complete
Correct
Coherent
Clear
Concise
T or F
Wait for caller’s permission before initiating hold
What is T
What does TTG stand for?
What is telephone transfer guide
What are the components in the communication process for Effective Communication?
What is Message, Sender, Receiver, Feedback
What is Jabber
On a telephone line, allow __ seconds for a response.
What is 30