HRB EXAM 2024/2025 WITH GUARANTEED ACCURATE ANSWERS |VERIFIED
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Course
HRB
Institution
HRB
Describe the purpose of the CSO - ACCURATE ANSWERTo provide help & inspire confidence in our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? - ACCURATE ANSWERCare to provide help & inspire confidence; serve w/ transparency; win by making it ea...
HRB EXAM 2024/2025
HRB EXAM 2024/2025 WITH GUARANTEED ACCURATE ANSWERS |VERIFIED
Describe the purpose of the CSO - ACCURATE ANSWER✅✅To provide help
& inspire confidence in our clients & communities everywhere.
Explain the CSO structure, our teams and commonly asked questions? -
ACCURATE ANSWER✅✅Care to provide help & inspire confidence; serve w/
transparency; win by making it easy.
Escalation teams - ACCURATE ANSWER✅✅Escalations agents research and
resolve escalated cases submitted by Tier 1 agents.
People Center - ACCURATE ANSWER✅✅provides human resource support to
H&R Block associates.
Emerald Card team serves - ACCURATE ANSWER✅✅Emerald card clients;
merchants; banks; clients w/ financial products; anyone
, A digital agent - ACCURATE ANSWER✅✅
A client relations/ field call support agent - ACCURATE ANSWER✅✅
5 steps of the call flow - ACCURATE ANSWER✅✅1. Call/greeting- (Thank the
client for calling, introduce yourself, & offer to help)
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 - ACCURATE ANSWER✅✅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 - ACCURATE
ANSWER✅✅downloaded software to your pc
Online; hrblock.com- user name & password
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