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Case Study: Meet Our Lifeline Customer Service Team - Lucy

• Written by Roshan

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

Profile:

Name: Lucy
Favourite Musician: I like many!
Last thing you watched: Shutter Island
Favourite Place: 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?

I’m quite an adaptable person, and I think the service we give out is really beneficial to others.  Every call is different which is a bonus as you get a chance to handle a variety of situations.  It is very rewarding.

How do you feel the Lifeline service helps people?

It helps to give people peace of mind as well as their independence which is always very important.

Have you any advice for someone considering a Lifeline alarm?

You never know when you may need assistance and to have it at the touch of a button will give you, your family and friends peace of mind.  You will be able to keep you independence, and keep yourself safe, 24 hour a day.

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

It’s always best to learn to adapt to each situation as it comes.  This can depend of the situation the customer is in, so I always make sure to adapt my tone of voice and language.  This way I can deal with a variety of queries and stay versatile.

What is the best part of what you do?

Being able to offer that assistance that our customers need, and hearing positive reactions about our service.

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

We always want to give you our best possible service.  If you ever need to call, please do not hesitate.  We are here for you!

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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