Customer Service Home Page
AUTHORIZED STAFF ONLY!
SCRIPT: Thank you for calling Tax Express, my name is (First Name) customer service specialist number (Empl No). How can I help you?
Customer History Input Checks Verify A Check Order Check Exchange Log A Complaint
Contact Courier Contact Management Problem On Return
SOLUTION
Have you called our refund line?
If No
Give them the toll free number 1-800- 393-3TAX(829)...then end the call)
If Yes
and what did it tell you. (listen and respond- If they are still not satisfied)
What kind of check did you request? (Get Answer and calculate the proper "business days" 11-12 Business days for Fast Check or 24 hours after "acknowledgement" by IRS for Express.)
(If The Correct Time Has Passed, transfer to customer service as follows:)
(1) Press the Transfer button (this places the call on hold); Dial Extension 415 on the number pad (Customer Service); Press the Transfer button again (this sends the call)
(If Call comes back from customer service then send a message. Tell Customer they will call back in under 10 minutes)
This customer is calling because the refund line has told them that there is something wrong with the return. This calls get transferred to Extension X.
SCRIPT: OK, I'll transfer to the people who'll fix the problem for you. (Then Transfer this call to Extension X.)
LEVEL II CALL: This Customer is calling for the telephone interview, Place the call on hold and get their "Dispatch" form AND data sent by the courier.
Script: I have your data now...let me make sure everything is right so we can get this to the IRS. (Now, go through the Drake99 screens confirming all of the data and facts showing on each completed screen. Confirm all of the services they requested and whether "Express" or "Fast" Check.
When done, thank them and give them the 1-800 393-3TAX (829) number to follow the progress of everything. Immediately turn in all of the data for transmitting to the IRS.
Courier Has Not Arrived Yet Process Taking Too Long Flipped From Express to Fast Check
NOTE: (Listen to the complaint; apologize for the wait; place customer on hold and verify that they have been waiting too long Check On Dispatch .
Flipped From Express to Fast Check
(2) If the call comes back because the Customer Service is unavailable, you should take a message (this immediately pages the supervisor). Tell the customer that the supervisor will call them back in under 10 minutes.
Vendor or Administration Call Call From Support Partner
Personnel: Press Transfer and Extension 501
Support Partners: Press Transfer and Extension 502
Accounts Payable: Press Transfer and Extension 503
General Administration: Press Transfer and Extension 220
All Other Matters: Press Transfer and Extension 220
Transfer The Call To The Employee's Extension.