Customer Service of Taxes – Part 2 of 2

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As I went to print out my return (I e-filed, but TurboTax suggested printing it as well), I noticed the first line had the wrong social security number. I tried to remember why I might have inputted the wrong social security number, but it was a month ago and I probably made a typo (the information wasn’t confirmed later that I saw).

While half expecting the secret tax police to show up at my door with handcuffs, I frantically searched TurboTax’s web site for help, advice, guidance, or a combination of the three. I couldn’t find anything, so I decided to call them. The phone number was easily accessible.

After one or two menu options and about 10 seconds on hold, I was transfered to a friendly lady. She asked me a few questions, made a couple of jokes and explained that she tried to lighten up the mood with these sort of calls, and helped me out. She explained that the gestapo (her term) wasn’t going to show up at my door and that everything would be fine. She explained that “99.99% of the time, the IRS would likely reject my return.” If they didn’t (even though they did the next day), I could easily file an amendment at no cost. She told me she was going to record all of this on the notes to make sure everyone was on the same page in case I had to call again. As she was doing this, the representative also made fun of how she mistyped the word “rejected” in her notes. Her attitude was upbeat and made me more comfortable. It also made me think positively of TurboTax’s support.

What the TurboTax representative did was just another example of engaging customers on a human level. You don’t necessarily have to ask about the weather – you just need personality that is different from (and hopefully better than) what’s on the script. My customer service experience with TurboTax made me feel that I made the right choice for my tax preparation software. It also made me sure about who I was going to use next year and in years to come.

That’s the underlying goal of customer service and TurboTax (Intuit, actually) obviously understands that.

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3 Responses to “Customer Service of Taxes – Part 2 of 2”

  1. Jeff Bellamy said:

    Apr 03, 08 at 3:55 pm

    Whatever representative of a company you deal with it the company to you. If you like them, their attitude and the service you receive you like the company.

    Sometimes the way the representative behaves with you is because of the attitude, philosophy and instructions of the company.

    Other times it is just a great employee making the company better for you.

    It all comes down to ‘one on one’

    Yours Truly

    Jeff bellamy

  2. Service Untitled said:

    Apr 06, 08 at 1:23 am

    Jeff,

    You’re exactly right! The representative you deal with *is* the company. The representative has a lot of power when it comes to making or breaking the customer service experience.

    Thanks for the insightful comment!

  3. Service Untitled » Stop Sending Emails When They’re Unnecessary - customer service and customer service experience blog said:

    Apr 07, 08 at 5:38 pm

    […] Remember the extremely positive review I wrote of my experience with TurboTax the other day? I still think very highly of the company, but I do have a suggestion for them. Stop sending me emails once I’m done. I have gotten several (unnecessary) emails from TurboTax over the last week and it is starting to get annoying. They are reminding me of the April 15th tax deadline, warning me that prices go up, etc. Quite frankly, I get it and I don’t need them to contact me further. When a customer is finished using your product or service (especially when it is something with a clear purpose, like filing taxes), stop emailing them for a while. You should send them a nice survey a day or two after to see what they thought of their experience, but anything beyond that is probably unnecessary. A customer who has already filed their taxes doesn’t need to be reminded of a tax deadline or of a future price increase; the information is irrelevant. When customers receive irrelevant information via email, they start to get annoyed. When customers get annoyed, an attempt at helping (or selling) actually starts to help the brand. […]