Yes....YOU can have success too!
You CAN do this!
You will too.
Ask probing questions:
- Have you run an error check on your federal AND state yet?
- Have you tried to e-file before?
- Was your e-file rejected or accepted?
SCREEN SHARE IS YOUR FRIEND!! YOUR BFF!!
Screen share is my friend and should be your friend too.
Look to see what they are doing and what their error is.
Sometimes they are confused and don’t have a clue what they are doing.
If you are seeing what they are seeing and can direct them exactly where to go, you will be more able to help with success.
USE YOUR TOOLS!!
But its only helpful if you actually use them!
Knowledge Base and even Google are good tools to use to help your customer with their problems.
So success can be yours if you are patient, listening, asking the right probing questions and using your tools effectively.