Exam (elaborations)
HRB EXAM QUESTIONS AND ANSWERS
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HRB EXAM QUESTIONS AND ANSWERS...
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Describe the CSO - ANSWER To care and inspire confidence in our Customerand Communities everywhere.
Explain the CSO structure, our teams and F.A.Q ? - ANSWER Care to serve
and inspire confidence; serve w/ transparency; win by making it easy.
Escalation teams - ANSWER Escalations agents research and resolve escalated
cases submitted by Tier 1 agents.
People Center - ANSWER provides human resource support to H&R Block
associates.
Emerald Card team serves - ANSWER Emerald card clients; merchants; banks;
clients w/ financial products; anyone
A digital agent - ANSWER
A client relations/ field call support agent - ANSWER
5 Steps of the Call Flow - ANSWER 1. Call/Greeting - Thank the client for
calling, introduce yourself and offer to help
2. Contact Identification - Who's calling
, 3. Issue Identification - listen to the client's problem statement, find the root of
the cause by asking probe questions and navigate to 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- (Verify you resolved the client's issue, thank them for using
H&R block & pitch the survey.
Describe the role of a DIY agent for H&R Block- ANSWER As a DIY agent,
one will make sure that the experience of the client is smooth. This role will
consider and simplify the client experience by resolving their issues and
answering the questions they ask either by calling or chatting. 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- ANSWER
downloaded software to your pc
Online; hrblock.com- user name & password
What is C.A.R.E? - ANSWER C- confirm
A- Acknowledge
R- Reassure
E- Educate
Salesforce- ANSWER Process navigation, knowledge articles
Olat- ANSWER Online client research
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