Want to create interactive content? It’s easy in Genially!
Copy - Customer Service Team Training May 2023
Paola Cevallos
Created on May 10, 2023
Start designing with a free template
Discover more than 1500 professional designs like these:
Transcript
Customer Service TEAM
Get Started
Customer Service Team Training
INDEX
Understanding LG's Customer service
Forms
LG Platforms
AccesSories
Tier 1 Training
Device
Shipping
Frontline CLinical Training
FUNDING
Customization
capital purchases
Competitor info
Compliance
Customer Service Team Training
Organization
A brief history of Lingraphica
Learn More
Virtual Connections
Leadership Team
SLP Trials
Organization Chart
Consumer Trials
Clean Machine
Work Groups
Post Sales Enagement
Customer Service Training
Hubspot: @Helpdesk Computer/ZOOM: @Helpdesk
Company platforms
RingCEntral
Learn at Lingraphica
Slack
- Slack is the messaging platform used for daily internal communication at LG.
- Internal Use Only
- Ring Central is a communication platform that includes phone calls, fax, text, and web meetings.
- Learn at Lingraphica is the LMS used organization wide. It is powered by 360Learning and utilized for internal training, education, and professional development.
- How to Update VM Greeting RC Tutorial
- Commands
Basecamp
Hubspot
- Basecamp is a project management platform.
- Employees are added to projects as needed.
- Internal Use Only
- Hubspot is LG's Customer Relationship Management (CRM) platform that organizes all information related to trials, sales, & marketing.
Tettra Article on LG Platforms
Sharepoint
TETTRA
- Tettra is a platform that offers quick how-to guides for various processes.
- Internal Use Only
Sharepoint is the main storage location for all LG documents. It is categorized and accessible by all employees.
Nov 2022
Customer Service Training
Hubspot
Hubspot Issues? Slack #Helpdesk
tasks
Meetings
Documents
Playbooks
DASHBOARDS
Snippets
TEMPLATES
CSS 101 - The General Inquiry Pipeline
Deals
Contacts
Tickets
Nov 2022
sales Team Training
Device and Accessories
Tier 1 Device sUPPORT
Device Info
Trial Device
Accessories
pRODUCT tRAINING 101
sale Device
Stolen DEvice
Schedule Product Support
cOMPANY/iNDUSTRY aCRONYMS
Device Training
Self Service
March 2022
sales Team Training
Company Acronyms
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
Nov 2022
sales Team Training
Ops ProceDures: Shipping and ReceivING dEVICES
Checking devices in
Shipping Sale Devices
Shipping Loaners
Refresh Station
Nov 2022
sales Team Training
Accessories
Accessories
Mounts
Advanced Device Support and Charger List
Nov 2022
sales Team Training
Funding
Reach out personal to FBS/tc
Reimbursment: #org_rcm
Funding/Sales/Bens SLACK: #CA_cs
Overview of Funding
Hospice Coverage
Numotion
AuhtorizationOverview
Donation Device Policy
lIST OF in nETWORK iNSURANCE
TRICKY STATE INFO
MAT
CADDTP
GATEDP
PP
STAP
FAA
March 2022
sales Team Training
APPS and other Tier 1 Services
Talkpath news
SmallTalk Apps
TalkPath Therapy
Virtual Connections
LLP - CEUs for SLpS AND OTS
Smart Paperwork
Shipping Requests
aPHASIA cOMMUNITY
March 2022
sales Team Training
Customization
Midtrial Customization
Who gets PTC?
PDF templates
aDULTS
pEDS
whos who?
DEMO Backup codes
Customization Timeline
March 2022
sales Team Training
Shipping
Shipping Changes
Order Equipment
Order Return Shipping label
shipping time - MAP
whos who?
Nov 2022
sales Team Training
Trial procedures
Consumer Channel
Clinical Conversations
SWITCHING CHANNELS
MOVE DEAL TO/FROM CONSUMER
Re-Opening deals
VA DEALS
process flowchart
NON VA SLP
VA SLP
June 2022
sales Team Training
Device Trial forms
ARPHI
AOb
Mount MN
ACK of Limitations
VMS
aBN
AOR
Patient/Mount Alt Funding Device Customization
FAA
GATEDP
STAP
CADDTP
PP/ order form
MAT
rule out
Warranty
unlock
PIF
sales Team Training
Device Interest - Non Trial Options
University INservices
Lingraphica Certification Program
Capital Purchase
sales Team Training
competitor device information
AAC APPS - DEMO VIDEOS
cOMPETITOR DEVICE INFORMATION
sales Team Training
compliance
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
more info on emailing phi
NOV 2022
Lingraphica Sales Process - the clean machine
EXtended PTO for CC
customer service Team Training
Customer Service foundation
Jobs to be done by customer segmentation
customer service impact
Who are our customers?
LG's Clean Machine
Lingraphica's offerings
Why choose lingraphica?
device Trial options
Omni-channel customer service
EXtended PTO for CC
customer service Team Training
Customer Service foundation
Email Best Practices
Call documentation Best practices
Chat management
EXtended PTO for CC
customer service Team Training
Customer Service foundation
Jobs to be done by customer segmentation
customer service impact
Who are our customers?
LG's Clean Machine
Lingraphica's offerings
Why choose a lingraphica?
device Trial options
Omni-channel customer service
EXtended PTO for CC
customer service Team Training
Customer Service foundation
customer service impact
Jobs to be done by customer segmentation
Who are our customers?
LG's Clean Machine
Lingraphica's offerings
Why choose a lingraphica?
device Trial options
Omni-channel customer service
Customer Service Team Training
customer segmentation
Learn about Speech Language Pathologists
Learn about Caregivers
Learn about Persons with Aphasia
Customer Service Team Training
Jobs to be done
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
SLPs - Jobs to be done
Continuing Education
- 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
Customer Service Team Training
SLPs - Jobs to be done
TalkPath and TalkPath News
- 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
Customer Service Team Training
SLPs - Jobs to be done
Device Trial
- 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
Customer Service Team Training
Caregivers - Jobs to be done
The Aphasia Community
- 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
Customer Service Team Training
Caregivers - Jobs to be done
TalkPath Therapy and TalkPath News
- 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.
Customer Service Team Training
Caregivers - Jobs to be done
SmallTalk Apps
- 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
Customer Service Team Training
Caregivers - Jobs to be done
Device Trial
- 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
Customer Service Team Training
Person with Communication Impairments Jobs to be done
The Aphasia Community
- 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
Customer Service Team Training
Person with Aphasia Jobs to be done
TalkPath Therapy and TalkPath News
- 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
Customer Service Team Training
Person with Aphasia Jobs to be done
SmallTalk Apps
- 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
Customer Service Team Training
Persons with Aphasia - Jobs to be done
Device Trial
- 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
sales Team Training
compliance
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
more info on emailing phi
Customer Service Team Training
Best Chat Management Practices
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
Keep Chat Exchanges Short
- 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?
Customer Service Team Training
Best Chat Management Practices
Acknowledge your customer's concerns
- 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
Customer Service Team Training
Best Chat Management Practices
Acknowledge your customer's concerns
- 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!
Customer Service Team Training
Best Chat Management Practices
Confirm the customer's understanding
- 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?
Customer Service Team Training
Best Chat Management Practices
When is it better to get a customer on the phone?
- 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
Customer Service Team Training
Best Chat Management Practices
Chat can be a juggling act!
- 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
Customer Service Team Training
Best Chat Management Practices
Chat Resources and Examples
- 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
Customer Service Team Training
Best Chat Management Practices
Not So Great Chat Examples
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!