You are staffing the taxpayer hotline when you receive a call from a distraught taxpayer. She has a scheduled appointment at the Taxpayer Assistance Center today, and is asking if you could re-schedule it for her. She explains that she is unable to attend the appointment because she was recently in a car accident. She also explains that she has been on hold for close to an hour and sounds like she is about to cry. Given this situation, what would you most likely do?

A. Tell her it is going to be ok and explain how you can help her take care of this situation.

B. Express sympathy and ask questions about her health to make sure she is ok.

C. Suggest to her that she call back after she has had a chance to calm down so you can assist her.

D. Say you are sorry about her accident and transfer her to the Taxpayer Assistance Center.

E. None of the above

While staffing the taxpayer hotline, you receive a call from a taxpayer who has not yet received his expected tax refund. He states that without the refund, he will not be able to pay his bills or put food on the table. While explaining to you why the refund is so important, the taxpayer states that he should just "end it." Given this situation, what would you most likely do?

A. Get the accurate information about the refund status to the taxpayer once you are able to identify its status.

B. Show empathy to the taxpayer about his feelings and assure him that it will work out.

C. Immediately assure the taxpayer that the refund will be deposited soon even before checking its true status.

D. Show empathy to the taxpayer but instant message your manager to alert him of the emergency.

E. None of the above

You receive a call from an angry taxpayer who immediately demands to speak with a manager about an issue that he refuses to explain to you. You probe the taxpayer immediately after his first refusal to divulge information. The taxpayer continues to request to speak to a manager. Given this situation, what would you most likely do?

A. Inform the taxpayer that you cannot transfer his call until he describes the issue.

B. In a commanding tone, ask the taxpayer again to explain his issue.

C. Ask the taxpayer to calm down so you can help address the issue.

D. Express an understanding of his position, then ask if you could hear his issue first.

E. None of the above

You receive a call from a taxpayer who is confused about why he owes money. After looking into the taxpayer's account, you explain to him why there is a balance due on his account. The taxpayer then says that he is having difficulty understanding because English is not his first language. Given this situation, what would you most likely do?

A. Suggest the taxpayer have someone else call back who will be able to understand.

B. Refer the taxpayer to the website for additional guidance and end the call.

C. Inform the taxpayer that you cannot help if he cannot understand English.

D. Rephrase the explanation to the taxpayers question using simple English words

E. None of the above

You have a disagreement with the lead Contact Representative about a case. The lead Contact Representative often interprets things differently than you do. As such, you and the lead Contact Representative often have heated debates. On this occasion, the lead Contact Representative has told you that you are not following the correct procedures, but you believe you are following them correctly.

Given this situation, what would you most likely do? A. Continue to discuss with the lead Contact Representative until you come to an agreement.

B. Ask the lead Contact Representative to explain his interpretation of the procedures.

C. Go to your manager and discreetly ask to be moved to a different workgroup.

D. Ask your manager for a meeting with you and the lead to discuss your disagreement.

E. None of the above