Written by: Donna Masciovecchio, Membership Services Manager
Here are the “core values” stories from the final group of Membership Services Representatives, Team Diamonds. Each shows a commitment to providing our members with the very best customer service available while treating them with empathy and respect during a very stressful situation.
There have been so many times when I have gone above and beyond to make sure that the person I am helping receives everything I have to offer them. I do my best every day to provide a level of customer service that I would expect from a company. That is exactly how I think of it… What would I want from the person who is helping me on the phone?
I use the knowledge and skills that I have to provide the best customer service to every person I speak with, whether it is an external customer or an internal peer. So, with that being said…
Every day I try to be a champion, to commit, have empathy, to service, have respect, provide knowledge, and do it all with integrity.
Every day I am the best champion I can be for TaxAudit.com!!!
I always try to exercise empathy, respect, and integrity, not just at work but in everyday life. In August I received this feedback from a customer:
“She was very professional, courteous, and clearly explained the process to me. She is one of those rare people who have the ability to develop an immediate connection with people who are in a stressful situation. As a retired VP of a Fortune 500 company, I would hire her in a heartbeat − any company would be fortunate to have her in their workforce. I say this knowing that I have nothing to gain other that the satisfaction of recognizing superior service from her this morning − which just happens to be my birthday (guess this is the IRS’ idea of a birthday greeting.)”
I don’t agree that I am a “rare” person. I just simply believe in the saying, “Treat people how YOU want to be treated.” For me that means I treat others with compassion, respect, and FAIRNESS.
Keeping these traits and qualities in mind when dealing with customers, ANYONE, can be a “rare” individual.
TaxAudit.com is not only a company that provides a sigh of relief to our members by defending them against the IRS, but we are each individual champions at ensuring our members feel at peace and have a clear understanding that we are here to serve them. We all utilize strengths, such as COMMITMENT, RESPECT, and KNOWLEDGE, but for me this last tax season, my greatest accomplishment was implementing EMPATHY.
It’s important to me to step outside of my “box” and place myself in the member’s shoes, especially when answering questions like, “Do I have to talk to the IRS?” and “Should I be worried?” It’s easy for us to take for granted that we aren’t personally experiencing what the member is going through, but we should remember that they are calling us to bring us into their situation to be a part of the resolution.
One member I helped was in a huge panic, and just providing words of affirmation and compassion and ensuring that we are here to help by dealing with the IRS on her behalf was enough to make her feel much better. She responded to our survey with this comment:
“Thank you for what Haley and all you folks do. For those of us who honestly file a return and live in fear of being bullied by the IRS, Haley and the TaxAudit.com folks gave a new meaning to getting a good night sleep. God Bless You All.”
TaxAudit.com gets dozens of comments from customers we have helped every week. Below are just some of the reviews we received last month.
I could not be more happy and impressed with the service I received from Audit Defense from outset to completion, my Audit Representative was professional, reassuring, efficient, compassionate, timely and very patient.Raafat, Nottingham, MD
Purchasing TaxAudit.com was a great decision and worth every penny! I will continue to buy it every year when I complete my tax return using TurboTax and have recommended it many times to my friends and coworkers. I am a CPA myself, but I don’t know if I would have had the expertise or experience to have successfully resolved my tax audit as well as my Audit Representative. He was a pleasure to work, responsive, diligent and extremely effective. Thank you TaxAudit.com!!Richard, Duluth, GA
My audit representative was extremely patient with me and he provided a high level of expertise. He helped me to understand all the issues and guided me through the process in a way that was professional and straightforward.Stephen, Hacienda Heights, CA
Great experience overall! I was very impressed with your website security, and it was easy to upload documents and communicate with my audit representative.Ronald, Highland Village, TX
I had a great experience with TaxAudit. I will definitely continue to purchase it with my return each year and recommend it to my friends.Chrystal, Escondido, CA
I used Turbo Tax and by a hunch I decided to purchase your IRS audit help, because I was uneasy about my return. Boy was I right, for the nominal price I paid for your protection, I have saved thousands of dollars, and the expense of hiring my own tax lawyer! Having your service certainly saved a few months of stress and sleepless nights. But most importantly, I did not have to deal with IRS officials! I would not leave home without it!Jane, Tucson, AZ
I was extremely impressed and satisfied with all aspects of my experiences with Tax Audit. My audit representative was nothing short of a true professional and amiable person throughout the whole process. I would recommend your service to anyone. Thanks again for such a wonderful experience on what could be a difficult time for the normal person.James, Brandon, FL
I’m very glad I signed up for this service. Although this was not a difficult situation, I would not have been able to handle it without Taxaudit.com.Kenneth, Scottsdale, AZ
My audit representative was absolutely wonderful. From day one, I felt such a burden lifted since I have never been through an audit. She was professional, kind, friendly and eager to assist. She returned phone calls promptly, and when I was not available she left detailed messages…mostly not to worry…I would absolutely recommend tax audit, I hope all are as good as my audit representative. I will never file a return without purchasing this peace of mind protection…its a bargain….I hope I don’t need your services again but just in case I will be covered.Richard, Colonia, NJ
My situation was somewhat complex. Throughout the audit, my team provided clear instructions and good guidance. I felt the team was always looking out for my best interests and were very good at working with the IRS.Steven, Granite Bay, CA
Thank heaven for TaxAudit! It was such a comfort to have such efficient, competent, professional assistance. I will continue to purchase TaxAudit coverage every year.Susan, Oxford, MS
The tax specialist that assisted me was tremendous! A+ Best in class performance all around. Thank you!Charles, Cerritos, CA
Working with my audit representative was a pleasure. IRS notifications are scary to receive and my audit representative was reassuring and very knowledgeable in handling not only the process but effectively communicated to me on what was necessary to to be successful during the audit. Thank you for your help.Joshua, Hoschton, GA