Customer "Un-Support"
Unsupport
"Well, I don’t know what to tell you."
"Let me find the right solution for you."
"Ok, looks like I was able to reset my password and update it to a new one."
Yes
T2: "You can just tell the customer to edit their W-2 in QuickBooks."
What is Only support can make W-2 corrections?
Make sure you remind the customer to check their __________ for confirmation emails.
What is inbox and spam folder?
Which product lets you track time worked by team members?
What is QuickBooks Time?
Unsupport
"That’s not my problem."
"Let’s work on this together."
You verified that you're speaking with an employee on the account
What is No?
T2: "If the deposit is missing, they should just call their bank."
What is We should trace the deposit first before directing to the bank?
Don’t forget to tell them to log out and back in to refresh their __________.
What is session?
Which product allows you to process 1099s and W-2s?
What is QuickBooks Payroll?
Unsupport
"You’re going to have to call someone else."
"Let me connect you with the right team."
You issued a refund and thanked the customer for their business.
What is No?
T2: "Payroll can’t be run after the deadline."
What is Late payroll can be processed with same-day or next-day options, depending on product?
Always inform the customer that tax forms are not __________ immediately after filing.
What is available?
Which product includes automated invoice reminders and expense tracking?
What is QuickBooks Online?
Unsupport
"You didn’t follow directions."
"Let’s walk through the steps together."
You sent troubleshooting steps in an email and thanked the customer for calling
What is No?
T2: "Time data doesn’t sync with payroll at all."
What is Time tracking data can sync, but settings must be reviewed and correct mapping is required?
When updating banking info, make sure the customer knows it may take __________ to verify.
What is up to 3 business days?
Which product allows you to accept credit card payments and ACH transfers?
What is QuickBooks Payments?
Unsupport
"You clearly don’t understand how this works."
"Let me explain this a bit more clearly."
You verified the EIN, updated payroll, and confirmed with the customer.
What is Yes?
T2: "There’s nothing we can do if the customer didn’t opt into Payments."
What is We can walk the customer through setting it up properly and check eligibility?
Let them know their direct deposit timeline depends on their __________ status.
What is bank and payroll product?
Which product offers GPS-based mobile clock-ins and scheduling?
What is QuickBooks Time?