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Case Study: Meet Our Lifeline Customer Service Team – Adam

• Written by Roshan

Meet our Lifeline Customer Service Team in this special Case Study.  Today we are speaking to Adam, who is one of the many call handlers who answer any queries you might have and assist you with your alarm account. We asked Adam 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.

Profile:

Name: Adam
Favourite Musician: Noel Gallagher
Last thing you watched: Joker
Favourite Place: Rottnest Island

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?

“Customer Service has always been part of my working history. After reading about Lifeline24 and the feedback from alarm users, I knew the level of service was high and would suit my skills.”

How do you feel the Lifeline service helps people?

“It provides the alarm user and their families with reassurance that 24/7 assistance is always available. Many alarm users are still very active and independent but find comfort that help is always at hand.”

Have you any advice for someone considering a Lifeline alarm?

“The alarm itself is so easy to use and is always available for next working day delivery when ordered. There is no maintenance necessary, the only thing we recommend is every alarm user does a brief test call once a month to our Emergency Call Team, just to make sure the connection is loud and clear.”

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

“Every alarm user has their own reasons for requiring our service, often depending on health conditions or physical difficulties. We try to make sure every customer has the correct pricing plan and type of alarm. Many of our users benefit from the more technically advanced Fall Detector pendant.”

What is the best part of what you do?

“Every day we receive feedback from customers who have previously felt vulnerable or reluctant to have an alarm. It’s a great feeling knowing you are making a difference to people and making them more comfortable in their homes. The same goes for families who often arrange an alarm on behalf of their loved ones, those family members now know they will be contacted straight away if they are needed.”

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

“The training we have is extensive due to the nature of the service we provide. The Customer Service Team are available 24 hours a day and are also in the same building as our Emergency Call Team, so we get to communicate with them immediately if necessary. The response time and efficiency our Emergency Call Handlers demonstrate in order to provide assistance is incredibly high and quite inspiring to witness.”

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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