Build Rapport

To obtain accurate information from taxpayers, you must ask them certain questions about themselves and their families. Sometimes these questions are of a personal nature. Establish trust and confidence from the beginning by greeting taxpayers and introducing yourself. As you welcome the taxpayer:

• Make small talk while being friendly and respectful
• Speak clearly and simply
• Have materials organized
• Explain the process so the taxpayer understands what will happen next
• Encourage the taxpayer to ask questions

Click here to listen to a sample interview that applies these steps. Press the Play Audio button to hear the audio.