SalesForce
What tab do we go to to create a case?
Cases
Maximize Tax Deductions and Credits
Deluxe
Phone tool
CCP
What is the last step of our call flow?
Closing
What does H stand for?
Hear them out
Where do we go to view customer orders and create new ones?
Orders
Simple tax returns only
Free Edition
Where we go to view returns
EFE
What is the first step of our call flow?
Branded Greeting
What does the E stand for?
Empathize
Where do we create a case for a no case pop ?
New contact or Lookup online account
Personal & business income and expenses
Self-Employed
Where we find out if an account is active or inactive
CSR
What is the step called when we help the customer with all of their issues?
Resolution
What does the A stand for?
Apologize
Where is help center under?
Agent Tools
Investments and rental property
Premier
Metrics
TNPS
What do we pitch on every call?
What does the T stand for?
Take Action
Where do we find a customer Tax filing?
Lookup EFE
Personal & Self-Employed
Home & Business
Turbo Tax Advantage
TTA
What do we do when a customer is upset?
We show empathy
When do we use heat?
Whenever we need to de-escalate Customer