Phone Pros
The proper way to answer the phone in a tax office.
What is a warm, professional greeting including the office name and your name?
When the calendar is full, this is what you offer.
What is the soonest available slot or a priority callback list?
You should do this immediately when a walk-in arrives.
What is greet them and sign them in?
A person claims a dependent who doesn’t live with them.
What is a dependency eligibility issue?
Why we collect photo ID before starting a return.
What is identity verification?
A client says, “I got a scary IRS letter!” The FIRST thing you should ask for.
What is the notice number?
A client wants to come in “whenever.” The receptionist’s job is to clarify this.
What is identifying their preferred day/time?
A client arrives early AND another arrives late. Who is helped first?
What is the client whose appointment time is now?
A client wants to “just estimate” income to get a bigger refund.
What is reporting inaccurate information?
Our policy for clients who arrive more than 15 minutes late.
What is rescheduling or checking availability of the next opening?
A caller is very angry. This is the first step in de-escalation.
What is acknowledging their frustration and staying calm?
Why same-day appointments during peak season are rare.
What is high client volume and limited preparer availability?
A client brings a shoebox of paperwork 15 minutes before closing.
What is offer to scan documents or schedule for the next day?
A client asks you to email their tax documents without verifying identity.
What is a security risk?
When to take a message instead of transferring the call.
What is when the preparer is unavailable or with a client?
The most important reason we NEVER discuss a return with an unauthorized caller.
What is client confidentiality/security?
What you should ALWAYS double-check before confirming an appointment.
What is the length of the appointment + preparer availability?
An anxious client keeps pacing the lobby. Your role is to…
What is reassure them, update them on wait time, and stay calm?
Someone asks you to discuss their spouse’s return but isn’t on file.
What is an unauthorized disclosure?
The best way to protect sensitive documents in the office.
What is keeping them out of public areas and securely stored?
How you professionally say “I don’t know.”
What is “Let me find out for you”?
A client tries to book with a specific preparer who is fully booked for 2 weeks.
What is offering another preparer or the next opening?
This should NEVER be discussed within earshot of other clients.
What is personal tax information?
A client wants to claim last year’s refund but never filed.
What is missing documentation or unfiled returns?
Why we don’t quote refund amounts over the phone.
What is we need the full return prepared to give accurate numbers?