Day 2 Recap Quiz

What are some things to AVOID when attempting to de-escalate a call?

Please select all that apply

• Showing little to no empathy

• Be mindful of your tone

• Focusing on what you can't do

• Active listening

• Losing your cool

Answer explanation

Stressed??
One of the best things you can do is take a long deep breath.

What should you do if a caller starts using unprofessional and profane language?

• Be unprofessional back

• Give them a warning

• Hang up

• Continue the call as if nothing happened

Answer explanation

You do not deserve to be treated disrespectfully, you should warn the caller that their behavior is unprofessional.

True or False.
If you opened an account during a call but didn't use it you are still required to leave an interaction note.

• True

• False

Answer explanation

A general question can be answered without accessing the account at all. You only need to leave an interaction note if you open an account.

Keep in mind, if you open an account and it ends up being a general question, you still must leave an interaction note!

A caller cannot speak English and is requesting a Spanish-speaking representative.

What can you do? (select all that apply)

• Inform the caller that we can only assist in English.

• If you speak Spanish, continue assisting the caller in Spanish.

• Do not respond. Terminate the call.

• Allow the caller to get a person to translate for them.

Answer explanation

If your caller is speaking another language simply state (in English), "I'm sorry, we're only allowed to assist in English, do you have someone to translate for you?"

Or something similar. Doesn't have to be exactly that. Use your own words. (As long as you say it in English!)

If they're not able to get a third party on the call tell them to call back with a translator.

• Don’t be afraid to put a preparer on ____ while you research the preparer’s inquiry or account. ​

Answer explanation

When placing someone on hold remember to check in with them. You don't want to keep them on hold too long.

What's a great way to show your preparer (RP) that you were listening to their issues and needs?

• Say "I can help with that."

• Paraphrase their issue in your own words.

• Reply with "uh-huh" or "mhm" to confirm you're listening.

• Ask for their SSN to pull up their account.

Answer explanation

Repeat or Paraphrase!

Remember you MUST gain agreement from the preparer on what their issue is.

If you're unclear on the preparer's issue you should-

• refer them to irs.gov

• ask probing questions

• open the account to find the problem

• offer to reset their password

Answer explanation

Probing to identify the main problem will help greatly!

Once identified you can find the correct KB article to assist.

What phrases/practices should you avoid during calls?

Select all that apply.

• "I'm sorry you're dealing with this issue"

• "Like I said before-"

• "I already told you that-"

• "You're wrong, its actually-"

• Talk over them.

Answer explanation

If you have to repeat yourself or correct a preparer there's no reason to point that they're wrong or not listening. This can cause frustration and negative experiences.

Simply advise them politely of the correct information/steps to take.

If they didn't understand the first time it might be a good idea to re-word how you said it.

True or False.

A CSR may use the IRS website to locate contact information for other departments for their callers so long as it's an IRS department.

• True

• False

Answer explanation

You are NEVER allowed to provide contact information for any other department.

There is no guarantee that we will provide the correct information and we would be liable for misinformation.

Which article in the KB provides instructions for placing callers on hold?

Answer explanation

CSR Support contains instructions for all physical phone procedures!

Study it in your free time if you have the opportunity!