I sit next door to my friend Janelle. Today a lady called Janelle and asked for help completing her taxes. We are not the IRS, we are the financial aid department. So Janelle explains, “I’m sorry, but we’re not authorized to tell you what to put on your taxes.”
The lady rebuts, “I just want to know what to put to make sure I get my financial aid.”
Right. We’re all certain you do want that, but it is illegal for us to force-feed you information to put on your taxes. It’s illegal for ANYONE to give you that information. Do your own taxes, lady—you’re a grown woman!
Janelle doesn’t say any of these things. She simply repeats, “We’re not authorized to tell you what to put on your taxes.”
The lady insists that someone is. “Well maybe YOU aren’t. Put me through to someone who can help me.”
Janelle remains calm. “Who would you like to speak with?
“A supervisor. Get me to your supervisor.”
So Janelle politely transfers the student to our team lead, Jennifer. Jennifer sits on the other side of my cubicle’s wall, so I can’t see her, but I can hear her.
“Financial aid, this is Jennifer…I’m sorry, you want what? No, that’s against federal regulation. You’ll have to see a tax professional to get that kind of help…”
Then the student hung up. Good riddance to people who don’t listen!
So why wouldn't you guys help?
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