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Paola Cevallos
Created on May 10, 2023
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Customer Service TEAM
Get Started
Customer Service Team Training
Device
AccesSories
Forms
Tier 1 Training
Understanding LG's Customer service
Shipping
FUNDING
capital purchases
Compliance
Customization
Frontline CLinical Training
Competitor info
LG Platforms
INDEX
Leadership Team
Post Sales Enagement
Work Groups
Customer Service Team Training
Clean Machine
Consumer Trials
Learn More
SLP Trials
Organization Chart
Virtual Connections
A brief history of Lingraphica
Organization
Tettra Article on LG Platforms
- Ring Central is a communication platform that includes phone calls, fax, text, and web meetings.
- Hubspot is LG's Customer Relationship Management (CRM) platform that organizes all information related to trials, sales, & marketing.
Customer Service Training
- Tettra is a platform that offers quick how-to guides for various processes.
- Internal Use Only
- How to Update VM Greeting RC Tutorial
Sharepoint is the main storage location for all LG documents. It is categorized and accessible by all employees.
- Slack is the messaging platform used for daily internal communication at LG.
- Internal Use Only
- Commands
Hubspot: @Helpdesk Computer/ZOOM: @Helpdesk
- Basecamp is a project management platform.
- Employees are added to projects as needed.
- Internal Use Only
Sharepoint
TETTRA
Learn at Lingraphica
RingCEntral
- Learn at Lingraphica is the LMS used organization wide. It is powered by 360Learning and utilized for internal training, education, and professional development.
Hubspot
Slack
Basecamp
Company platforms
Deals
Contacts
Tickets
CSS 101 - The General Inquiry Pipeline
TEMPLATES
Customer Service Training
Nov 2022
DASHBOARDS
Hubspot Issues? Slack #Helpdesk
tasks
Meetings
Snippets
Documents
Playbooks
Hubspot
pRODUCT tRAINING 101
sales Team Training
Nov 2022
cOMPANY/iNDUSTRY aCRONYMS
Device Info
Trial Device
sale Device
Accessories
Schedule Product Support
Self Service
Device Training
Stolen DEvice
Tier 1 Device sUPPORT
Device and Accessories
sales Team Training
March 2022
LPAA - Life Participation Approach to Aphasia LTL- long-term loaner MCaid – Medicaid MCR- Medicare MR – Medical Records MT-MiniTalk (DTM) OON – Out of Network OOP – Out of Pocket OT – Occupational Therapy/Therapist PD – Parkinson’s Disease PDAC – Pricing Data Analysis and Coding PIF – Personal Interest Form PP- Private Pay PPA – Primary Progressive Aphasia Pt - Patient PT – Physical Therapy/Therapist PTC- Pre-Trial Customization PSE - Post Sales Enagegment PWA – Person with aphasia Rx/Script – doctor’s prescription for the SGD for a patient SGD- speech-generating device SLP – speech language pathologist TC= Trial Coordinator TBI – Traumatic Brain Injury TPT- TalkPath Therapy TT-TouchTalk (DTB) UHC- United HealthCare
Company Acronyms
sales Team Training
Nov 2022
Shipping Sale Devices
Refresh Station
Checking devices in
Shipping Loaners
Ops ProceDures: Shipping and ReceivING dEVICES
Advanced Device Support and Charger List
sales Team Training
Nov 2022
Accessories
Mounts
Accessories
sales Team Training
Nov 2022
Donation Device Policy
TRICKY STATE INFO
Hospice Coverage
CADDTP
GATEDP
STAP
MAT
AuhtorizationOverview
lIST OF in nETWORK iNSURANCE
Numotion
Funding/Sales/Bens SLACK: #CA_cs
Reimbursment: #org_rcm
Reach out personal to FBS/tc
FAA
Overview of Funding
PP
Funding
sales Team Training
March 2022
aPHASIA cOMMUNITY
Smart Paperwork
TalkPath Therapy
SmallTalk Apps
LLP - CEUs for SLpS AND OTS
Talkpath news
Virtual Connections
Shipping Requests
APPS and other Tier 1 Services
pEDS
aDULTS
PDF templates
sales Team Training
March 2022
Customization Timeline
Midtrial Customization
whos who?
DEMO Backup codes
Who gets PTC?
Customization
sales Team Training
March 2022
whos who?
Order Return Shipping label
Shipping Changes
shipping time - MAP
Order Equipment
Shipping
MOVE DEAL TO/FROM CONSUMER
SWITCHING CHANNELS
process flowchart
NON VA SLP
VA SLP
VA DEALS
sales Team Training
Nov 2022
Clinical Conversations
Re-Opening deals
Consumer Channel
Trial procedures
June 2022
sales Team Training
Patient/Mount Alt Funding Device Customization
MAT
CADDTP
GATEDP
STAP
Warranty
unlock
FAA
AOb
PIF
Mount MN
VMS
PP/ order form
rule out
ARPHI
aBN
ACK of Limitations
AOR
Device Trial forms
Capital Purchase
Lingraphica Certification Program
University INservices
sales Team Training
Device Interest - Non Trial Options
AAC APPS - DEMO VIDEOS
sales Team Training
cOMPETITOR DEVICE INFORMATION
competitor device information
When to encrypt Below are the relevant policy details regarding email and attachments that contain PHI to share with your teams:
- Use Outlook with encrypted option (app or web version) to send PHI, with or without attachments (do NOT send PHI from HubSpot)
- When emails are sent through Outlook using encryption, the response is also encrypted – recommend using this approach to request PHI (unless portal or DocuSign are used)
- File any incoming attachments with PHI into DocMan or other secure SharePoint location using an appropriate naming convention (patient initials)
- If it came in through HS, delete the attachment once it has been saved to SP
- If it came in through Outlook, delete the email
sales Team Training
more info on emailing phi
compliance
NOV 2022
Lingraphica Sales Process - the clean machine
Jobs to be done by customer segmentation
Omni-channel customer service
Who are our customers?
EXtended PTO for CC
customer service Team Training
customer service impact
Why choose lingraphica?
LG's Clean Machine
Lingraphica's offerings
device Trial options
Customer Service foundation
EXtended PTO for CC
customer service Team Training
Chat management
Email Best Practices
Call documentation Best practices
Customer Service foundation
Who are our customers?
EXtended PTO for CC
customer service Team Training
customer service impact
Jobs to be done by customer segmentation
Why choose a lingraphica?
LG's Clean Machine
Lingraphica's offerings
Omni-channel customer service
device Trial options
Customer Service foundation
Who are our customers?
EXtended PTO for CC
customer service Team Training
Jobs to be done by customer segmentation
customer service impact
Why choose a lingraphica?
LG's Clean Machine
Lingraphica's offerings
Omni-channel customer service
device Trial options
Customer Service foundation
Customer Service Team Training
customer segmentation
Learn about Speech Language Pathologists
Learn about Caregivers
Learn about Persons with Aphasia
Jobs-to-be-Done framework by Anthony W. Ulwick People "hire" products and services to perform certain tasks for them. This is opposed to buying goods, customers are looking for ways to get certain jobs done. Why are customer's hiring our products and services?
Customer Service Team Training
Jobs to be done
- Keeping current with advances in clinical information
- Need for professional resources
- Understanding when high-tech AAC device is appropriate
- Opportunities for continuing education units approved by ASHA to meet licensure requirements
- Lingraphica Certification Program - LCP certification
Continuing Education
Customer Service Team Training
SLPs - Jobs to be done
- Free task-based online speech therapy solution for SLPs' clients
- Create customized plans of care for clients
- Track client's accuracy and progress in seven exercise areas: reading, writing; listening, speaking, memory, reasoning and daily living
- Modify homework based on results
TalkPath and TalkPath News
Customer Service Team Training
SLPs - Jobs to be done
- Increase productivity - save time in understanding how to use the device for communication and therapy needs.
- Assistance with paperwork to ensure device coverage from patient's insurance (Smart Paperwork)
- Support with funding reporting to patient's family
- Complete clinical support during the trial for SLP, patient and patient's family
Device Trial
Customer Service Team Training
SLPs - Jobs to be done
- Reduce feelings of depression/isolation by connecting with others who are on a similar path.
- Feel part of a community that offers support and guidance through forums and Virtual Connections
- Increase hope through success stories and docuseries
- Increase education on aphasia, and communication options through courses and Aphasia Library
The Aphasia Community
Customer Service Team Training
Caregivers - Jobs to be done
- Provide loved one with a therapy platform to help improve communication and independence
- Confidence that platform is aphasia friendly and clinically supported by SLPs
- Access to task-based exercises based on different areas suca as understanding language, reading ,spoken language and memory.
TalkPath Therapy and TalkPath News
Customer Service Team Training
Caregivers - Jobs to be done
- Ipad based apps centered on communication apps designed for people with aphasia
- Offer a quick solution to allow loved one to communicate their needs
- Choose apps based on need - such as communicating pain, needs to HCPs, or conversational words such greetings, responses, and requests (available in Spanish)
- Practice speech through therapy apps centered on practicing numbers, days, months, dates
- Opportunity to get a glimpse at device language system
SmallTalk Apps
Customer Service Team Training
Caregivers - Jobs to be done
- Improve their ability to understand their loved one
- Access to technology specifically designed for people with aphasia
- A language system that focuses on therapy exercises for more indepenedent communication
- Support from Lingraphica clinicians and support specialists to help navigate the language system
- Provide an option to loved one that may ulitmately improve their quality of life
Device Trial
Customer Service Team Training
Caregivers - Jobs to be done
- Reduce feelings of loneliness and depression
- Forums and Virtual Connections specifically for them - not alone in their journey
- Success Stories to help accept their new normal with dignity and expectancy
The Aphasia Community
Customer Service Team Training
Person with Communication Impairments Jobs to be done
- Self-paced therapy platform designed for their speech therapy needs
- Confidence that platform is aphasia friendly and clinically supported by SLPs
- Keeping their minds nimble on exercises based on different areas such as understanding language, reading, spoken language and memory
TalkPath Therapy and TalkPath News
Customer Service Team Training
Person with Aphasia Jobs to be done
- Offer a quick solution to allow them to communicate their needs to others such as caregivers, communication partners and HCPs
- Choose apps based on setting of care SNF, out-patient clinic or home care
- Speech therapy on the go - Small Talk Oral Motor exercises, Letters, Numbers
- Opportunity to get a glimpse at device language system
SmallTalk Apps
Customer Service Team Training
Person with Aphasia Jobs to be done
- Regain independence by communicating their needs and wants
- Reduce social isolation and loneliness by reconnecting with friends and family
- Access to technology specifically designed for people with aphasia
- Improve their outlook on life by learning how to communicate more meaningfully with a device (LPAA)
- A communication tool that focuses on therapy exercises to aid in independent communication
- Work with a company that will help with device funding
- Access to customer support for successful device use
Device Trial
Customer Service Team Training
Persons with Aphasia - Jobs to be done
When to encrypt Below are the relevant policy details regarding email and attachments that contain PHI to share with your teams:
- Use Outlook with encrypted option (app or web version) to send PHI, with or without attachments (do NOT send PHI from HubSpot)
- When emails are sent through Outlook using encryption, the response is also encrypted – recommend using this approach to request PHI (unless portal or DocuSign are used)
- File any incoming attachments with PHI into DocMan or other secure SharePoint location using an appropriate naming convention (patient initials)
- If it came in through HS, delete the attachment once it has been saved to SP
- If it came in through Outlook, delete the email
sales Team Training
more info on emailing phi
compliance
How to create customer rapport using chat?
- Use personal pronouns to give chat a human touch (I, we, you)
- Keep chat exchanges short, as if you're speaking to the customer - concise interaction
- Identify and acknowledge your customer's concerns
- Create memorable chat experiences!
- Hello! I'm Paola with the customer service team. How can I help you today, Sandra?
- Use a consistent brand voice with all our customer service interactions - more formal approach
- Always handle interactions with professionalism
Customer Service Team Training
Best Chat Management Practices
Use personal pronouns to give chat a human touch (I, we, you)
Customer Service Team Training
Best Chat Management Practices
Types of Questions
- Open-ended questions- help customers to express needs
- Probing questions- allow you to follow-up and develop a plan to help
- Close-ended questions- confirm understanding that customer is satisfied with interaction
Customer Service Team Training
Best Chat Management Practices
Types of Questions
- Open-ended questions- help customers to express needs
- Probing questions- allow you to follow-up and develop a plan to help
- Close-ended questions- confirm understanding that customer is satisfied with interaction
Customer Service Team Training
Best Chat Management Practices
Types of Questions
- Open-ended questions- help customers to express needs
- Probing questions- allow you to follow-up and develop a plan to help
- Close-ended questions- confirm understanding that customer is satisfied with interaction
Customer Service Team Training
Best Chat Management Practices
- Chat as if you're sitting across from your customer
- In short sentences - limit chats to 40 words or less
- Don't give too much information for a customer to read in one exchange -it's overwhelming.
- Pause to let the customer respond
- Keep your dialogue easy to understand
- If you need to provide a paragraph worth of information - set this expectation.
- Keep it natural
- Match the customer's level of formality
- Narrow your closing statement to the area you offered help in
- I'm glad I could help with your account needs. Do you have any other questions about managing your account?
Keep Chat Exchanges Short
Customer Service Team Training
Best Chat Management Practices
- The customer states their issue, agent responds with one sentence to acknowledge their concern
- Use chat not just to answer questions but to create memorable rapport
- Handle delays with grace
- Inform customers that you are looking
- Give time approximation
- Communicate outcome
Acknowledge your customer's concerns
Customer Service Team Training
Best Chat Management Practices
- Handling customer's delays
- Customer's will need to obtain requested information- let them know you will be waiting for their return so you can continue to provide support
- After 3 minutes of no response, provide an expectation
- It seems like you've had to leave our chat. I'll wait another couple of minutes for you to come back.
- No response after 5 minutes, let the customer know you will end the chat.
- I haven't heard from you in five minutes, so I'm going to wrap up our chat now. We are here if you need further assistance. Have a great day!
Acknowledge your customer's concerns
Customer Service Team Training
Best Chat Management Practices
- Provide the steps for the solution, and then confirm they understand the steps
- Use phrases like "I can wait while you check your account, Let me know if you see your courses when you log back in"
- Suggestions to browse our website to learn about our products and apps
- Use phrases like "Here is the web page about our devices, I will wait here to field any questions you may have about them. Does this work for you?
Confirm the customer's understanding
Customer Service Team Training
Best Chat Management Practices
- The customer is not able to follow the directions you are giving
- An caregiver is not able to access TalkPath Therapy
- Customer's native language is not English and you are having
- Customer begins to provide or needs to provide PHI details
When is it better to get a customer on the phone?
Customer Service Team Training
Best Chat Management Practices
- Customers will ask multiple questions
- Go with the customer's flow- be prepared to acces the customer's questions as they come.
- Don't limit the customer to one topic at a time.
- Keep track of and answer all of the customer's questions
- Use words to signal you're returning to an early topic.
- To return to your question about... , You mentioned earlier you're loved one has problem communicating his needs.
- Customer service requires multi-tasking and chat is no different
Chat can be a juggling act!
Customer Service Team Training
Best Chat Management Practices
- Show you care by using free text
- Use templates to offer great information that is frequently asked in this medium
- One chat - two writing styles - handout
- A few examples
- Not so great chat in action
- Great chat in action
Chat Resources and Examples
Customer Service Team Training
Best Chat Management Practices
Not So Great Chat Examples
Customer Service Team Training
Best Chat Management Practices
Customer Service Team Training
Not so Great Chat Examples
Customer Service Team Training
Chat world- Class in Action!
Customer Service Team Training
Chat world- Class in Action!