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Verify Personal Information

Say:

Verifying is asking for the information, then matching the info to our records.  DO NOT tell them the info and ask if it is correct.

(Ask the question, wait for their answer, then, if prior client, verify against information you have)

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May I have your last name Mary?           ___________

​

Is the number you are calling from

a good one to reach you at?                   ___________ 

(from Dialpad)  Find client in AM 

​

Could you please confirm your DOB?    ___________


Verify or What is your email address?    ___________

Helpful Info

  • Does not find - "Mary" might there be another phone number associated with your acct?

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  • Does not find- "Mary" do you typically file with a spouse? Yes - what is their name? - their DOB?

​​

  • Does not find - "Mary" may I please have your zip code?

​​

  • Does not find - LOOK IN WC - find preferred phone number and CHANGE in ACCT.

Say:

Did we (H&R Block) have the privilege of serving you last year?

If         

than ask...

If 

then click No

Say:

Do you have a specific Tax Professional you would like to work with this year?

  • Do not automatically place with prior pro, unless client.... 

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