Taxpayer's Assistance

Question 1

Topics (?)

Answer 1

The Way You Sound
Voice Styles
Face and Body Language
Empathic Listening
Voice, Diction and Pronunciation
Sending Clear Messages

Question 2

A person’s \_\_\_\_\_\_\_\_
affects the way he is perceived by
others. If you do not use the
appropriate \_\_\_\_\_\_\_\_
when you speak, you may be
misrepresenting yourself

Answer 2

facial expression

Question 3

\_\_\_\_\_\_\_\_ means listening
with intent to understand. Its essence
is to fully and deeply understand the
person emotionally as well as
intellectually.

Answer 3

Empathic listening

Question 4

Most of us tune annoying people out. Your
___is such a powerful psychological
mechanism that it can calm people or make
them nervous.

Answer 4

voice

Question 5

Four (4) Basic Needs of Taxpayers

Answer 5

❖ The need to be understood
❖ The need to feel welcome
❖ The need to feel important
❖ The need to be comforted

Question 6

Maintaining Professional Courtesy

Answer 6

 Maintaining a pleasant, friendly tone of voice;
 Listening and remembering what the taxpayer
says;
 Recognizing the taxpayer’s feelings;
 Speaking clearly; and
 Communicating at the taxpayer’s level

Question 7

Three (3) Taxpayer Service Myths

Answer 7

 Taxpayer service is less tiring than other jobs that
require hard physical labor;

 It is easy to provide quality customer service at all
times; and

 If you can be helpful and friendly to one customer,
then you will find it just as easy to treat hundreds of
customers the same way.

Question 8

Types of Difficult Taxpayers

Answer 8

 The angry taxpayer
 The nasty or obnoxious person
 The seething, but silent individual
 The demanding client
 The constant critic
 The non-stop talker
 The oddball
 The indecisive person
 The intoxicated one
 The argumentative being

Question 9

Getting Difficult Taxpayers on Your Side

Answer 9

Don’t take it personally.
Remain calm, listen carefully.
Focus on the problem, not the person.
Reward yourself for turning a difficult customer into a
happy one.

Question 10

Steps in Handling Complaints

Answer 10

1. Listen carefully to the complaint.
2. Repeat the complaint and secure acknowledgement
   from the taxpayer that you heard him correctly.
3. Apologize (if necessary).
4. Acknowledge the taxpayer’s feelings - anger, frustration,
   disappointment, etc.
5. Explain what action you will take to correct the problem.
6. Thank the customer for bringing the problem to your
   attention.