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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

Bold are internal

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

AAC – Alternative Augmentative CommunicationABN – Advanced Beneficiary NoticeAD – Alzheimer’s Disease AOB – Assignments of Benefits / Medical Release ASHA – American Speech-Hearing Association AT-AllTalk BCBS – blue cross blue shield CA-Client Advocate CC- Clinical Consultant CEUs- Continuing Education Units CIP= Contract InService Provider CP= Communication Partner CDS= Clinical Documentation Specialist c/o – Complaint of COB – coordination of benefits CVA – cardio vascular accident/stroke DS – Documentation Specialist D/C – discharge DME – Durable Medical Equipment Dx – Diagnosis EOB – Explanation of Benefits FC - Funding Coordinator HCPCS – Healthcare Common Procedure Coding System HIPAA- Health Insurance Portability and Accountability Act of 1996 HHA – Home Health Agency LG – Lingraphica – either referring to the company or the device

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
into their request
    • 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
of how much longer you will wait ( another 2 minutes)
    • 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
a very difficult time understanding their inquiry/concern
  • 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!