Meet our Lifeline Customer Service Team in this special Case Study. Today we are speaking to Meredith, who is one of the many call handlers who answer any queries you might have and assist you with your alarm account. We asked Meredith 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.
Favourite Musician: Paramore
Last thing you watched:Star Wars: The Rise of Skywalker
Favourite Place: Disneyland
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 decided to do this job as I love variety! Having a variety of tasks to do throughout the day helps keep me engaged and there really is never a dull moment in this job. We speak to so many different types of people with various situations and backgrounds – I like to think that I am a good people person and can try to put their minds at ease a bit.
How do you feel the Lifeline service helps people?
I think above all else the alarm provides the confidence to be independent in your own home. My grandmother has an alarm at home, and it is great to see the peace of mind she receives by having the button on her wrist. It gives her confidence to continue living in her home, without the risk or worry of having a fall without anyone to assist her.
Have you any advice for someone considering a Lifeline alarm?
Start looking into services as soon as possible! So many customers who order with us do so after a particularly bad fall, and have been putting off getting an alarm for one reason or another. You can always ask for an information pack for more details on our service, or you can call our Customer Services Team, we are happy to help with any questions you may have.
You speak to a wide variety of people every day in the Lifeline Customer Service Team, how do you adapt to each call?
I try my best to put myself in their shoes – whether you are speaking to the alarm user themselves or their loved ones, it is important to remember that getting an alarm can provide reassurance to them during what can be a very worrying time. I do my best to be as sympathetic as possible, thinking about my own grandmother and how I would want someone to be as helpful as possible when dealing with her alarm.
What is the best part of what you do?
The best part of my job is hearing the stories of everyone who we have helped with our alarm systems. Hearing that our customers are more confident in their day to day lives due to our system is a true blessing, and I love that I can be a small part of that.
What do you think is important for people to know about your job?
I think it is important to know that we are the people that our alarm user’s and their families come to when they need help. Whether it is adding an additional contact to the account, or assisting over the phone with the self-installation, we are the first point of contact and we have a direct impact on the customer’s experience. We have the power to turn what could be a difficult situation into a pleasant experience – and with great power comes great responsibility.
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 firstname.lastname@example.org. Alternatively, if you would like to go ahead and place an order you can do so via our website.