Customer Care
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      1. Lango Learning
      2. Customer Care

      Client Request Handling

      Handling interpretation requests is a key part of our service delivery, ensuring that our customers receive timely and accurate assistance. This guide outlines the steps for managing customer requests for interpretation appointments.

      • Customer Requests

      Requests coming directly from customers who need an interpreter for appointments.

       

       Acknowledge the Request:

      • For emails, confirm receipt promptly. Use Email Template "CC - Request Received"
      • For phone calls, greet the customer and ensure you're clear on their request.
        Example: “Thank you for reaching out to us! I understand you need an interpreter for an upcoming appointment. I’ll assist you with this.”

      Gather Information:

      • Collect the customer’s full name, contact details, and any relevant account information.
      • Ensure you know the time, location (if applicable), language needed, and any special requirements (e.g., medical, legal, or technical terminology).
      • Questions you should ask:
      1. Account Name:
      2. Requester Name:
      3. Consumer Name:
      4. Date/Time:
      5. How long will the appointment be:
      6. Communication Type:
      7. Address (if Onsite):
      8. Link (if VRI), Phone number (if OPI):
      9. What is the request for:
      • Additional questions can be asked as needed.

      Confirm Availability:

      • Check interpreter availability based on the requested language and appointment time.
      • If available, confirm the appointment and send confirmation. Use Email Template 
      "CC - Request scheduled"
      • Ensure all the necessary details are included in communications to avoid misunderstandings or delays.
      • If not available, offer alternative options.


      • Internal Requests

         

        Requests from internal teams who need to schedule interpreter appointments on behalf of customers through emails/tickets.

       

      Acknowledge the Request:

      • Confirm receipt of the request from the account management team and express that you’re reviewing it.
        - “Thank you for sending the request. We are reviewing the details and will provide an update for the appointment.”
      • Make sure that an account/profile is created for the client before moving along with the rest.

       

      • Clarify the Details:

      Before proceeding with the scheduling, make sure to verify and clarify all relevant details to ensure accuracy and avoid misunderstandings.


      -Questions you should ask:
      1. Account Name:
      2. Requester Name:
      3. Consumer Name:
      4. Date/Time:
      5. How long will the appointment be:
      6. Communication Type:
      7. Address (if Onsite):
      8. Link (if VRI), Phone number (if OPI):
      9. What is the request for:


      • Confirm Availability:

      1. Check interpreter availability based on the requested language and appointment time.
      2. Provide the Interpreter name along with their rate.

      3. If no one is available, offer alternatives.

       

      • Ensure all the necessary details are included in communications to avoid misunderstandings or delays.