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Question 5 of 12. What are the steps to providing personalted help to clients over the phone? ◯ ◯ Frat Impression, Kentily Clent Needs. Provide a Personalared Solison, and Secure the Apporthent Fest Impression, Listen to the Clienk, and Secore the Appointment ◯ First Impression, Idently Clent Needs, and Provide a Personalized Solifice ◯ Fret 1-mprestion, 18entity Clend Neods, and Secure the Apponement geoquad Mark for follow up Question 6 of 12. You’re working in the tax office during a busy afterneon. A client arrives with a complex situation, and your teammate is shadomfing you. You want so What’s the best way to handle the situation? ◯ Focus on completing the return quickly to meet your daily goal, and ank your teamnute for leedtack later af firme allows ◯ This is a geat opporturity to mentor. Let your tearmate hande the appointment to gain valuatie experience and provide fectsock afterward ◯ thlen careling to the clienf’s concerns, adapit to any new hools needed, ank your learmille lor loedback, afterward, take ownershp of any ishues, and cond. ◯ You know completed neturns are really important so speed is of the essence. Use your personal device to look up answers qually, complete the retam, and geoquad Hark for follow up Question 7 of 12. A elient arrives visibly upset because they say no one called to conflem their appointment and they had to wait 30 minutes. You didn’t schedule the ar want to use HSR Block’s CAPE Service Recovery Model to rescue the experience. What is the first thing you should do? ◯ ◯ Inmediately pull up the system to lind the error and explain apologetcally that it was a techrical gitch oulude your confol, then thank thens for thor pationc ◯ Otter apologetically to have the original associate call them later to sesolve the issue, since they were the one involved, making sure to mankain ege contact ◯ Start with a detailed apology and explan the office’s poldcy for condemabons. Then dricuss next steps with the client. geoquad Mark for follow up Question 8 of 12 . After ellicking the Snarkle icon in BlockWorks to open Sidekick, you enter a question and receive an answer about a Lax issue. Howeves, you mant to