TABLE OF CONTENTS
- Intro to Client
- Daily Team VA Roster
- Overtime
- Group Chats
- VA Account Onboarding
- Lastpass Login
- Client Folders
- Client Relations
- Talking to Clients
- Project Management Log
- 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