Written by: Donna Masciovecchio, Membership Services Manager
Here are more stories about how our Membership Services Representatives put our company’s core values into practice each day as they work tirelessly to reduce our members’ anxiety during one of the most stressful experiences of their lives.
One of our Membership Services Reps had a frustrated member on the line. The member had received a notice for the 2012 tax year and thought he had purchased a 2012 Audit Defense membership, but he could not log into the website to view his memberships and find out for sure. He was getting more and more frustrated, and finally the MSR transferred the member over to me after trying to help him for close to thirty minutes.
After letting the member vent for a few minutes, I explained what I was going to do to help him. I did a search for more accounts and found that he had purchased memberships for all years dating back to 2005 − except 2007 and 2012. I provided him with his account number and waited for him to log into his account. He viewed his memberships but didn’t understand why he didn’t see his 2012 Audit Defense membership.
I said I would do some research with Intuit and let him know the results. He asked that I leave a detailed message because he usually was in class during the day. Then I explained the letter evaluation process, just in case he did not have a 2012 membership, and offered to send an email with more details. He was so appreciative that I had taken the time to help him log in and explain the process.
He said that he was okay with purchasing the letter evaluation, but wanted to make sure that all efforts were made to locate the 2012 membership if he had in fact purchased one. He thanked me again for explaining the process and taking the time to help him log into the website; he was happy that I hadn’t tried to get him off of the phone as fast as possible. He wanted assurances that I would not forget about him, and I let him know that I had already set a reminder to call him back the following day − whether or not I’d heard back from Inuit − just to let him know that I was still working on it. As it turned out, the member had not purchased the 2012 Audit Defense membership. As promised, I called and left a detailed message, and he did end up purchasing a letter evaluation in the end.
It was a stressful time for the member, and each step of the way I explained what I was going to do for him, and then I made good on my promises. This calmed him down every time.
Last year I was a champion by using Empathy to reassure our members that they won’t have to face the IRS alone. I let them know that I understand and we are there to help. This year there have been an unusually high number of scammers trying to take advantage of our members and falsely threatening them with jail or deportation, so empathy has been of particular importance.
When I get one of these calls, even though I know it is probably a scam, I can’t just tell the member that, but I make sure I let them know that I will get them to someone that can answer all their questions. I calm them down by letting them know that it is not common for the IRS to call and definitely not common that they would send an officer to arrest them. I make sure to explain that the IRS normally contacts people by mail and that they have a process that they follow and not to worry because everyone has the right to be represented.
At that point I usually hear a sigh of relief and know that I did what was right for the member. They feel better because they know we have experience and know that we will be there throughout the whole process. Here are one of our member’s words from the survey: “Extremely professional and calming. Made me feel the situation was under control.”
Strength of Character
I had a call in the call back queue for a member. I asked for her name when someone answered, and the member came on the line. The call disconnected after she said only a few words.
Since the call came from the automatic call back queue, I had no information about the person I spoke with. I went to Ezra, our Lead of the Day, and asked if there was any way he could retrieve her information so I could call her back. It took him a little while to research it, but after about twenty minutes he emailed me her info and I called her back. She was surprised and pleased that I had made the effort to find and contact her.
Knowledge: Never Stop Learning
Recently I completed a California Tax Education Council Qualifying Tax Education Course so that I can be more knowledgeable when speaking with our members.
TaxAudit.com gets dozens of comments from customers we have helped every week. Below are just some of the reviews we received last month.
Absolutely superior response, highest professional service, communication, and results. I will continue annual renewal of this service and highly recommend it to everyone using TurboTax.Bruce, Abbeville, SC
After having gone through an intense IRS audit, I can imagine going it alone. I have had TaxAudit as my fallback since 2009, and will never be without them. There aren’t words to express how grateful I am to the team that handled my ’10 & ’11 audit. Fantastic…and we could sleep at night throughout the process knowing we were being well represented.Gary, Edgewood, KY
My audit representative was very helpful and asked all the right questions that got us to a fully satisfactory resolution of my problem. Saved me from a huge tax bill due to an IRS error. He knew just how to document the case so that it went away. Ultimate bill was $0Glenn, Annapolis, MD
My audit representative is a consummate professional who, from the very beginning of the case, allayed my fears of responding to the IRS. She made the process almost effortless and was always there for me. I would recommend your TaxAudit service, and already have, to my friends and family. The value of your service and peace of mind that you offer outweigh the modest fee. More importantly, it is reassuring to know that technical issues are being handled by a pro. Thank you. Thank you. Thank you.Marvin, Glendale, NY
I appreciate everything my audit representative did for me throughout this entire process. He explained everything thoroughly and can certainly speak the language to the IRS to resolve my issue in a timely manner. I highly recommend my audit representative, he is certainly an asset to your company. Thanks Tax Audit.John, Metairie, LA
I plan to keep Tax Audit for all my returns and to recommend it to others. I was surprised and a bit scared when I got a notice in 2014 that the Commonwealth of Virginia said I owed additional money for 2010. It had been a complicated filing with returns in both Indiana and Virginia. With one call to Tax Audit, I was reassured. They handled everything and kept me informed every step of the way. Not only did the audit show that I didn’t owe VA money; it showed they owed me money. Having Tax Audit allowed me to be comfortable that my interests would be looked after. Without Tax Audit, I would have just been afraid and would have paid the amount of money requested, thinking I had made a mistake on my return. This saved me hundreds of dollars.Alice, Winchester, VA
I was very pleased with the prompt service from beginning to end of case. I felt at ease knowing my case was handled by such a professional. I’d highly recommend this service. Thank you.Jacqueline, Windsor Mill, MD
Our tax rep. was extremely professional in all interactions and he was very prompt in getting back to us when we had questions. I would have to say that from day one we felt comfortable with his level of expertise, his guidance and knowledge, and very supported throughout the whole auditing process. Really, we could not have better service than that we received. We often spoke of how lucky we were to get him as a tax audit helper. I would say, given the stress level that we imagine most folks go through when audited by the IRS, that it would be hard to find an auditor who could ease a clients mind and at the same time be open/honest and matter of fact as our tax rep. was.John, Santa Rosa, CA
We could not have been happier with the service and results. It gave us a great amount of peace of mind knowing we had someone who knew the ropes. I will not be without this service.John, Virginia Beach, VA
We were so worried about this audit but the “team” at TaxAudit made it so much easy for us. Our audit representative was outstanding!! He was thorough, knowledgeable, answered our questions quickly, took our phone calls when we were worried, and made the process as painless as it could have been. I just hope if we have another audit, we can have him help us again!! Thank you for having such qualified people for helping folks like us.Barbara, Galveston, TX
When I found that I was being audited, I tried to log on to your website but was unable to do so. I sent an email stating that I was being audited and needed to log on. I figured that you would get back to me in a day or so. Within 5 minutes someone was calling me and giving me the necessary information I needed to get started. I was so relieved. Everyone I worked with was so helpful. Thank you for all your help.Gregory, Elkhorn City, KY