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Case Study: Meet Our Lifeline Customer Service Team - Katy

• Written by Roshan


Meet our Lifeline Customer Service Team in this special Case Study.  Today we are speaking to Katy, who is one of the many call handlers who answer any queries you might have and assist you with your alarm account. We asked Katy 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: Katy
Favourite Musician: Whitesnake
Last thing you watched: Parks & Recreation
Favourite Place: The Peak District

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?

"I am someone that likes to help other people and I thought that I would be a good candidate to speak with customer on the phone to ascertain what their needs are and just generally try to be as helpful as I possibly can be. Being able to facilitate with them ordering the alarm, having it sent out and helping to set it up is incredibly rewarding because it helps people live an independent life."

How do you feel the Lifeline service helps people?

"It gives a lot of reassurance and peace of mind to families with their loved ones and provides a lot of independence to individuals in their own homes, especially if they feel that they are vulnerable."

Have you any advice for someone considering a Lifeline alarm?

"I would say the best thing you can do is try it because the likelihood is you will absolutely love it and you will see how much relief it can provide you and your family. It is really easy to set up, in fact it only takes a few minutes to plug it in and the form that we need with your emergency contact details is really easy to complete. When you order, the alarm can be in place as quick as the next day."

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

"Each call is different, I speak to a variety of people with an array of needs. I always try to listen and understand what their concerns are. Whether it is someone needing a bit of advice or if they are calling with worries about a loved one, I always try to be as respectful and empathetic as I can."

What is the best part of what you do?

"I think my favourite part of the job is when someone is placing an order for an alarm and they are really happy with the customer service they have received. The best feeling is when they have the alarm system all set up and tell us that it has really helped them. You never want someone to have to use the alarm, but if they do it is great to hear that we have been able to get them the help that they need. It just really puts it into perspective how important the alarms are to have."

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

"Every day in the Lifeline Customer Service Team is different in terms of what queries we deal with. It is a very busy but extremely rewarding job, especially when it comes to helping people. We get amazing feedback from people we have been able to assist and from other agencies, such as care homes, that use our alarm service."

The Lifeline Alarm Case Study

We hope you enjoyed the first 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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