<aside> ☎️ From a perspective of delivering the best level of support to clients, it's important to do our best to remember the constant hurdles clients are coming up against. Our mission requires that we honor where clients are coming from, and meet them where they're at. We strive to deliver dignified service that both avoids retraumatization and empowers clients to access the services they require.

Most volunteers will communicate with clients through the Hub messaging panel and by phone. The tips below will help you have productive and respectful conversations with clients throughout the GetYourRefund process.

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last updated on October 19, 2023

Tips for Talking to Clients

• Be aware of tone. Digital communication can be tricky and it's easy to misjudge tone in text-only messages! Tips for maintaining a positive tone and developing rapport with clients include avoiding all caps, setting the tone with a friendly intro, and using complete sentences.
• Be personal. Use names, add emojis, and make it your own! While some conversations can be harder than others, keeping it light when possible is always appreciated. Even small touches can make the process feel personal and the client feel understood.
• Be concise. Communicate with short but clear and simple language. Saying what needs to be said in as few words as possible can be the best way to get a message across.
• Be open. Don't withhold information that may be useful to clients. Sometimes, acknowledging an obstacle or giving clients forewarning can avoid a larger issue in the future.
  • "We're a little backed up at the moment, so it might take a few extra days to complete your return."
  • "I don't want to give you the wrong answer, so I'm going to talk with my team about this."
• Empathize. If a client is sharing their situation, always acknowledge and empathize before responding to their request. Try to avoid jumping directly to a solution.
  • "So sorry to hear that you're having trouble accessing your transcripts. I understand how frustrating that can be."
  • "I am really sorry to hear your refund amount doesn't fit your needs."
• Respect their preferences. On the client profile, you'll be able to see the client's preferred method of communication as well as their preferred name and language.
• Put yourself in the client's shoes. Recognize that taxes can be a serious and scary thing for many people. The result of the tax return is not always great news for the client and can be shocking. Remember that clients may also be grappling with life stressors not related to tax filing - layoffs, illness, death of loved ones, etc.
• Be secure. Avoid including personal information in your communications with clients, unless it is necessary to your conversation - e.g. the intake interview phone call. Remember to ask for information rather than reveal it when a client reaches out - e.g. "can you verify your last name?" Always ask for the client's passcode before discussing return information - the client's passcode is the last four digits of their social security number.
• Ask clarifying questions. If you're not sure about something, don't hesitate to ask clarifying questions. It's always better to ask the client additional questions than to assume something and potentially make a mistake.
  • "Just to be sure I understand, you would like to xyz?"
• Provide next steps. End your messages to clients with very clear action items or let them know that there's no current next steps on their end. When clients know what to expect next it can help reduce anxiety.
• Closing. After assisting with a client's problem or answering their question, always ask if there is anything else that you can help out with. If not, assure the client that they can always reach out if something comes up.
  • "Hang tight, your reviewer will be in contact with you in a few days!"
  • "I hope this info is helpful. Let us know if other questions come up!"

Steps When Working with Clients

• Step 1: Introduce yourself. Let the client know that you are on their tax team and that you are here to help.
• Step 2: Make the client feel heard. Make sure you listen to and understand the client’s problem or question; don't jump straight to solutions. Saying things like "Thank you for your question" or "I understand your frustration" can make the client feel heard.
• Step 3: Guide on next steps they can take. Give the client clear, helpful, but simple information relevant to their situation. Too much information or context can be overwhelming, especially if they're already overwhelmed. Use your best judgment on what's going to be helpful, and what may end up confusing the client even more.