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13.1.6.1
(08-21-2000)
Introduction
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Words and the way they are used send a powerful
message. You must know how to use language to convey an attitude of customer
service. You must be an excellent communicator, both orally and with the written
word. You have to know how to use your words and voice to make customers feel
you value them and want to help. You may not always be aware of the impact
of what you say and how you say it. This is especially true on the phone,
where you can't see the customer's reaction; but your communication skills
can have a big impact on what taxpayers think of you and the Taxpayer Advocate
Service (TAS).
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