Basic Troubleshooting
This basic troubleshooting step and browser function deletes temporary files saved from websites and can fix some issues we experience in IEP.
(It may also resolve tremors in the Force and eases the symptoms of most flu variants.)
What is clear cache and cookies?
This credit reverts back to $2,000 per child for 2022-2025. In some circumstances, it can be tied to the amount of EITC on the return.
What is the Child Tax Credit?
This tool lets an agent check the status of e-filed returns.
What is EFE?
We use this internal resource to look for a customer's prior orders of TurboTax, issue refunds and we can even generate service codes.
What is Salesforce?
You can project this even when you don't immediately know the answer to a customer question.
What is Confidence?
This country uses the annual blooming of cherry blossoms to determine the start of Spring
What is Japan?
This might cause your cookies to spread too much during baking.
What is letting the butter or dough get too warm before putting it in the oven?
Unlike in 2020 and 2021, these deductions must now be itemized, $300 ($600 if filed jointly) are no longer allowed to be claimed separately if you take the standard deduction.
What are Charitable deductions?
(Charitable Cash Contributions)
This number is unique to each customer, and can be sent through Slack to identify them.
What is an Auth ID?
Where to see if a customer has multiple accounts.
What is CSR?
This method can be helpful when the customer is coming in HOT! and frustrated or angry with something beyond their control.
Despite it's name, we don't want to fight fire with fire.
What is the H.E.A.T method?
The month of March is named after this figure from Roman mythology
What is Mars, the Roman god of war
This is an alternative to Smartlook for browsing a customer's entire screen.
What is Glance?
This is an agreement between two states that allows residents of one state to request an exemption from tax withholding in the other state.
What is reciprocity? (or reciprocal agreement)
This tool ensures that you don't blindly over or under tighten a bolt.
What is a torque wrench?
(Also acceptable answer, "Whatever older male is looking over your shoulder while you're fastening the bolt.")
Some guy at work, your nephew's friend, a random Redditor.
What are three commonly cited sources of tax knowledge some customers believe are more likely to be right than you?
(Turn it around, deliver confidence, provide links, practice Customer Obsession.)
For TTLA/DIWM, it happens when you close the case, not when you end the call.
What is when does the survey go to a survey-eligible customer?
March 15th is the Ides of March, an event immortalized in a tragedy by William Shakespeare and a reference to the assassination of this historical figure.
Who is Julius Caesar?
This is where you change your status between Available, Break, and Daily Huddle.
What is Telephony (or Phone Tool)?
This credit is not available in 2023 as there were no stimulus payments in 2023.
What is the Recovery Rebate Credit?
(Economic Impact Payment)
You use this telephony status only in the moments between deciding to call a customer and dialing the customer's phone number.
What is Customer Follow Up (CFU)?
This location is where you can take a customer to print their return.
What is Print Center?
This program is a recognition program rather than an incentive program.
Chris sometimes encourages me to spin the wheel to give these out even in our 1-on-1s.
What is the Spotlight Program?
Tuesday March 19th is the "Vernal Equinox" - a term meaning this
"Vernal" traces back to the Latin word "ver", meaning "Spring"
Equinox means "equal day and night" - an event that happens twice per year.
This is what you use to request lead support.
What is the Lead Support Request workflow?
Form 8867.
What is the paid preparer's due diligence checklilst?
This reference work has tax information, law explanations, and multi-state issues as well as industry news .
What is TaxBook?
What does always verify, never supply refer to?
What is customer identity confirmation information?
You do this when a customer call or chat abruptly disconnects. You don't ask for permission, you don't wait until your next shift, you just do it.
What is call the customer back immediately?
Every year March and this month end on the same day of the week.
What is June?