Client Experience

Session 2

Foundation

Vision, Mission, Valuesachieve financial objectives

partner

financial services

relationships

passionate about helping

pride in doing our best

honest and ethical

innovation from unique perspectives

collaboration

WB 25

Client Emotions & Feelings

Connected

Confident

Championed

WB 26-28

DVD Introduction

Set Expectations

Greet and welcome your clients to H&R Block.

Introduce yourself as their Tax Professional.

Ask your clients why they came to H&R Block.

Introduce H&R Block’s mission to clients.

Orient your clients to the process and establish expectations.

Assess your clients’ readiness to begin.

WB 29

Demonstration and Analysis

Practice

Prepare your introduction when you Set Expectations.

Pair off with another and practice.

As a group, share successes, best practices, and different techniques.

Discussion

Conversation - no computer

What is the client feeling?

Maintain Client Engagement

1. Use W-2 entry to generate conversation.

2. Keep conversation light — let the client talk.

3. Ask open-ended, general questions.

4. Listen for key words.5. Look for keys in body

language.

WB 29

Demonstration and Analysis

Discussion

Conversation - Talk and Type

What is the client feeling?

Handle Client Issues

1. Sense issue.

2. Respond.

3. Assess understanding and belief to client’s satisfaction.

WB 29

Demonstration and Analysis

Sense and RespondWB 31

Discussion

Empathy vs. Sympathy

Advocacy

WB 32

Handle Client Issues, Part 2

1. Sense issue.

2. Respond.

3. Assess understanding and belief to client’s satisfaction.

WB 29

Demonstration and Analysis

Discussion

Asking for help

How does the client feel?

Review Results

1. Review the current-year return.

2. Compare current return to the prior year (when possible).

3. Prepare for future changes with appropriate advice.

WB 29

Demonstration and Analysis

Discussion

Alt+S and Alt+V

Wrap Up Interview

1. Set appointment while return is printing.

2. Review H&R Block Advantage Report to identify today’s tax savings and tomorrow’s opportunities.

3. Ask for referrals.4. Congratulate client on

completing their return.5. Say good-bye and

escort client to the front door or front desk.

WB 30

Demonstration and Analysis

Practice

Prepare your closing when you Wrap Up Interview.

Pair off with another and practice.

As a group, share successes, best practices, and different techniques.

Discussion

Referrals

How many times did the Tax Professional ask for a referral?

Summary

Goals

What information from this session do you need to help you meet your goals?

WB 35

Online Evaluations and Knowledge Checks

1. MBTO

2. Computer-based Training on Quicklinks

3. Launch to Skills Learning Center

4. Register for Courses

5. Enroll

6. myCourses

7. Go and Launch