Standard Operating Procedures

Question 1

What are the SOPs?

Answer 1

Service quality
Inbound call quality
Schedule readiness
Work in progress
Virtual tools

Question 2

What is the Service quality SOP?

Answer 2

Through the Client Experience Survey, our clients tell us exactly how their end-to-end experience with our associates translates into how they view their overall experience with H&R Block.
We need to listen, learn, and lead from this feedback.
To effectively coach our associates, you must know how to use the tools to identify the unique service gaps in each office and from each associate and coach accordingly.

Question 3

Schedule Readiness SOP

Answer 3

When we manage our schedules, appointments, and capacity, we grow clients.
You must understand the processes and system.
Every missed client opportunity is a lost client ($250).
You must ‘trust but verify’ every day with your team.
Every time you see yellow space, translate this into MORE CLIENTS. Yellow space must be available every hour of every day for walk-in clients.
Look to add yellow space for Tax Pros with higher certification levels so we can help any client, any hour of the day.

Question 4

Work in Progress SOP

Answer 4

We are serving a lot of clients, but not all of them make it to completion and paid in one visit.
There are a lot of ways to “save” the clients and let them experience the expertise, support, and benefits of H&R Block.
No client walks without talking to you!
In many cases, with a little preparation and empowerment, you can get them to a paid status.

Question 5

Virtual Tools SOP

Answer 5

A digital-first world: Blending technology and data with human expertise and care.

We need to incorporate and embrace digital components throughout the tax prep experience, leveraging what we already offer and introducing new methods of digital interaction to help our clients in new and innovative ways.
Tools Overview
Enhanced Digital Drop-off.
New video chat capability.
Virtual phone consultations.

As a Leader, you can focus on:
Using Work Center to stay within Service Level Agreements (SLAs) and providing excellent service to drive growth.
When returns are stagnant, reach out yourself!
A little personal attention from you can go a long way with a client, creating a win-win-win situation.
Enhanced MyBlock and Approve Online platforms.

Question 6

Inbound Call Quality SOP

Answer 6

Appointments are made with H&R block over the phone 75% of the time.
It is a client’s first impression and it sets the tone for their experience.
Based on information provided by the client, offer the personalized solution(s) that best matches the client’s needs.
A little personal attention from you can go a long way with a client, creating a win-win-win situation.

Question 7

What are the steps of the inbound call quality SOP?

Answer 7

1. First Impression: Provide a warm welcome and provide your name and location in addition to asking the client for their name and phone number.
2. Identify Client Needs: Ask the client what we can help them with and ask probing questions to identify their need.
3. Provide a Personalized Solution: Based on what you identify as the clients need, offer appropriate appointment types and explain how we can help.
4. Secure the Appointment: Offer two appointment times and then schedule the client’s preferred time in Appointment Manager (AM), review details with the client and thank them.

Question 8

What are the steps of the first impressions of the inbound call quality ?

Answer 8

Answer the phone with an enthusiastic greeting.
2 Thank the client for calling.
3 Provide your name and office location.
4 Ask for client’s name and phone number in case you get disconnected.
5 Ask client if they have used our services before.
•If client is new, thank them for allowing us to assist them. ◦Ask how did you have your taxes prepared last year?

• If the client is a prior, welcome them back.
• Inform the client of our available service options for setting an appointment. They can choose in-office, drop-off, or a virtual appointment.
• Reassure the client of our COVID-19 policies, including increased cleaning and sanitation of tax offices, providing hand sanitizer, and offering virtual appointments to help reduce the number of face-to-face interactions within our offices (please include anything that is local and specific to your area).

Question 9

What is the steps of the Identify Client Needs of the inbound call quality?

Answer 9

Ask the client how you can help.
2 Ask probing questions to get to the heart of the client’s needs. Demonstrate expertise.
3 Listen with purpose: •Understand the client’s needs.
•Don’t draw conclusions.

• Show empathy.
• Demonstrate genuine care.

Question 10

What are the steps of the Provide a Personalized Solution of the inbound call quality?

Answer 10

1. Encourage the client to create a MyBlockSM account to share their documents and communicate with an expert via secure email.
2. Ask for client’s email address to send a MyBlock invitation.
3. Based on information provided by the client, offer the service solution(s) that best matches the client’s needs. •Phone Consult
   •Virtual (Tax Pro ReviewSM)

•In-Office (Tax Prep, Audit Assistance, Second Look® Review)
•Drop-off with Approve Online ◦Drop-off Service ◾Digital Drop-off
◾In-office Drop-off

◦Drop-off Offer Conversations

•Emerald Advance®

4. Provide client with an Upfront Transparent Price.
   •Pricing Transparency: SaS Offices
   •Pricing Transparency: Block Advisors