HRB EXAM GRADED A+ LATEST UPDATE.
Describe the purpose of the CSO ANS >> To provide help & inspire confidence in
our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? ANS >> Care
to provide help & inspire confidence; serve w/ transparency; win by making it
easy.
Escalation teams ANS >> Escalations agents research and resolve escalated cases
submitted by Tier 1 agents.
People Centre ANS >> provides human resource support to H&R Block associates.
Emerald Card team serves ANS >> Emerald card clients; merchants; banks; clients
w/ financial products; anyone
A digital agent ANS >>
A client relations/ field call support agent ANS >>
, 5 steps of the call flow ANS >> 1. Call/greeting- (Thank the client for calling,
introduce yourself, & offer to help)
2. Contact Identification- (Confirm who's calling)
3. Issue Identification- (listen to the client's problem statement, determine the
root of the cause through probing questions, & navigate salesforce for the flow.
4. Issue Resolution- (Follow the Salesforce flow & knowledge articles, if applicable,
to complete all troubleshooting steps & resolve the client's root issue.)
5. Call closing- (Confirm you resolved the client's issue, thank them for using H&R
block & pitch the survey.
Explain what a DIY agent does for H&R block ANS >> As a DIY agent, you'll ensure
the client's experience is seamless. Your role is to consider and simplify our client's
experience by resolving their issues and answering the questions they ask by
phone or chat. No matter their contact method, our clients still expect and are
given the same excellent experience.
Classify questions to identify an online versus a software client ANS >> downloaded
software to your pc
Online; hrblock.com- user name & password
What is C.A.R.E? ANS >> C- confirm
A- Acknowledge
Describe the purpose of the CSO ANS >> To provide help & inspire confidence in
our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? ANS >> Care
to provide help & inspire confidence; serve w/ transparency; win by making it
easy.
Escalation teams ANS >> Escalations agents research and resolve escalated cases
submitted by Tier 1 agents.
People Centre ANS >> provides human resource support to H&R Block associates.
Emerald Card team serves ANS >> Emerald card clients; merchants; banks; clients
w/ financial products; anyone
A digital agent ANS >>
A client relations/ field call support agent ANS >>
, 5 steps of the call flow ANS >> 1. Call/greeting- (Thank the client for calling,
introduce yourself, & offer to help)
2. Contact Identification- (Confirm who's calling)
3. Issue Identification- (listen to the client's problem statement, determine the
root of the cause through probing questions, & navigate salesforce for the flow.
4. Issue Resolution- (Follow the Salesforce flow & knowledge articles, if applicable,
to complete all troubleshooting steps & resolve the client's root issue.)
5. Call closing- (Confirm you resolved the client's issue, thank them for using H&R
block & pitch the survey.
Explain what a DIY agent does for H&R block ANS >> As a DIY agent, you'll ensure
the client's experience is seamless. Your role is to consider and simplify our client's
experience by resolving their issues and answering the questions they ask by
phone or chat. No matter their contact method, our clients still expect and are
given the same excellent experience.
Classify questions to identify an online versus a software client ANS >> downloaded
software to your pc
Online; hrblock.com- user name & password
What is C.A.R.E? ANS >> C- confirm
A- Acknowledge
