Question

Your team has just been told that they are falling behind on the number of cases they resolve, and they need to try to increase their numbers. After you and your team return to your desks, you receive a written request from a taxpayer. The request is not clear to you and does not appear to provide you with all of the information you need. You could send the taxpayer a letter letting him know additional information is needed, which would enable you to close the contact quickly but will require the taxpayer to contact the IRS again. You could call the taxpayer, but that would take additional time. Or, you could make some assumptions about what the taxpayer is requesting; however, if you are incorrect, interest could be assessed on the account.

a. Send a letter requesting additional information.
b. Call the taxpayer for clarification.
c. Make assumptions and proceed.
d. Escalate the issue to a supervisor.

Answer 1

Option b, which suggests calling the taxpayer for clarification, is the most responsible decision to ensure accuracy while addressing the taxpayer's unclear request.

Step-by-step explanation:

When handling a taxpayer's written request that is unclear and lacks necessary information, the professional and responsible decision would be option b: Call the taxpayer for clarification. While pressure to increase case resolution numbers is high, it's important to balance efficiency with accuracy and customer service.

A phone call provides direct communication, ensuring that accurate information is gathered and can potentially resolve the issue in one interaction, rather than risking an incorrect assumption which could lead to additional interest being assessed on the account.

If making a call is too time-consuming, sending a letter to the taxpayer (option a) requesting additional information would be the next best step, encouraging accuracy and a clear paper trail. Making assumptions (option c) is risky and could exacerbate issues, and escalating to a supervisor (option d) may be unnecessary at this initial stage of information gathering.