You'd think TurboTax would have clear scripts for their frontline representatives to deal with this fairly and quickly. Rip the band-aid off all at once, so to

You'd think TurboTax would have clear scripts for their frontline representatives to deal with this fairly and quickly. Rip the band-aid off all at once, so to speak. There's not exactly a clear message between these representatives, though. Not having a clear message shifts the focal point from management right to the poor frontline workers.