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Case Study: Meet Our Lifeline Customer Service Team - Richard

• Written by Roshan


Meet our Lifeline Customer Service Team in this special Case Study.  Today we are speaking to Richard, who is one of the many call handlers who answer any queries you might have and assist you with your alarm account. We asked Richard a few questions about working in our Customer Service Team to give you a look at who is on the other end of the phone.


Name: Richard
Favourite Musician:  Metallica
Last thing you watched: 
Favourite Place: 
Playa del Carmen (Mexico)

Being a Lifeline Customer Service Executive, you have to adapt to different situations on a daily basis. Why did you decide to do this job?

With over 10 years experience in customer service I was looking for something more fulfilling and enriching. Lifeline24 certainly looked like the place for me and I wasn’t wrong. We get such a variety of queries - it is possibly the most rewarding job I have had to date.

How do you feel the Lifeline service helps people?

The Lifeline service is a massive help to a lot of people, I have seen it work fantastically for my own Grandma when she needed help and can’t deny how important it is to those who want to keep their independence. You don't want to feel like you are telling them they can't do certain things now, it's more about giving them the support to continue to do them.

Have you any advice for someone considering a Lifeline alarm?

Don’t let pride get in the way, do it for your friends and family even if you don’t feel you need it. My Grandma had her first fall without a Lifeline and waited eight hours on the floor before anyone found her, before this she was confident she didn’t need it. It’s like insurance, you have it and you hope to never use it but it’s there when you need it.

You speak to a wide variety of people every day in the Lifeline Customer Service Team, how do you adapt to each call?

I just judge the tone of voice and nature of the call to determine how to speak, how to react and make sure that I take on board everything the caller has to say. Sometimes it is literally just as simple as listening to a persons needs - it sounds small but it can make a huge difference to a potentially vulnerable person.

What is the best part of what you do?

Going home at the end of the day knowing you are helping to give people peace of mind and that their loved ones have help in supporting them if they need it.

What do you think is important for people to know about your job?

We are always here and always happy to help, just call if you need us!

The Lifeline Alarm Case Study

We hope you enjoyed this edition of Meet the Lifeline Customer Service Team.  If you would like more information about our personal alarms, you can speak to our friendly team on 0800 999 0400 or you can send an email to info@lifeline24.co.uk. Alternatively, if you would like to go ahead and place an order you can do so via our website.

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