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TM PORTAL

Account Onboarding

TABLE OF CONTENTS

  1. Intro to Client
  2. Daily Team VA Roster
  3. Overtime
  4. Group Chats
  5. VA Account Onboarding
  6. Lastpass Login
  7. Client Folders
  8. Client Relations
  9. Talking to Clients
  10. Project Management Log
  11. Project Brief

INTRO CLIENT

  • Who and where is the client located?
  • General Info about Client’s business
  • VA Job Description

DAILY ROSTER

GOOGLE SHARED DRIVE

    • VA’s daily brief in and out for the account

OVERTIME

Company Policy about OT for VA’s

Note: If handling a VA Account, it’s the client’s discretion as to how OT guidelines will be set.

GROUP CHATS

  • Client Group Chat
  • Support VA Chat

ACCOUNT LOG-IN

GOOGLE SHARED DRIVE

The client has the option to choose where toshare their task items either:

  • Add VA to Client’s shared drive
  • VA will be added on OS Client Shared Drive

LASTPASS 

To be determined by the client as to:

  • Using the email provided by the client
  • Using OS email

Note: This will be determined once confirmed by the Client

CLIENT FOLDERS

  • Client Shared Folder and contents
  • Internal Client Folder and contents

CLIENT RELATIONS

  • How to Talk to Clients
  • Chat in the GC at the start and end of your shift

TALKING TO CLIENTS

  • Be brief, they’re usually busy and has no time to read long messages
  • Level with their personality and language, if they’re overly friendly then feel free to drop emojis or mirror their expressions
  • Some clients might be too friendly however this doesn’t give us the right to be overly friendly with them as well. Always keep a professional relationship with them.
  • Always respond within 5mins that the client has responded. If you’re busy, first acknowledge your client, and tell them your action plan. Instead of ignoring them until you’re not busy.
  • Avoid saying “sorry” and instead provide a proactive solution to avoid committing the same mistake again
  • If you’re in doubt, trust your instincts and talk to the LS team. Don’t hesitate to raise your hand

INTERNAL WORKSHEET

  • What, when, and how to update
  • Who updates
  • Where it located
  • Why update

PROJECT MANAGEMENT LOG

  • What, when, and how to update
  • Who updates
  • Where it located
  • Why update

PROJECT BRIEF

  • What, when, and how to update
  • Who updates
  • Where it located
  • Why update

Q&A PORTION

  • VA can ask any questions or clarifications

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