SOPs

Question 1

Work In Progress

Answer 1

• Take Stock
• Verify Hold Documentation
• Use the Dashboard
• Not Served: Reflect and Reattempt

Question 2

Schedule Readiness

Answer 2

• Monitor Office Availability
• At the Front Desk
• At the Tax Desk
• Communication Board Review
• Lead it
• Do it

Question 3

Service Quality

Answer 3

• Evaluate Current State of Service Quality
• Review New and Prior Client Surveys by Tax Pro
• Observe Client Interactions
• Conduct Detractor Calls
• Coach to Improve Performance

Question 4

Virtual Returns

Answer 4

• Review Virtual WIP Process
• Check Work Center Dashboard
• Follow up on SLA
• Review Client Experience Survey Results
• Touch Base with Virtual Tax Preparers
• Stay on Top of Appointment Manager

Question 5

Client Growth

Answer 5

• Visibility
• Availability and Business Connections
• Tax Reform
• Connecting with Clients
• Community Outreach