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Case Study: Meet Our Lifeline Customer Service Team - Phil

• Written by Roshan


Meet our Lifeline Customer Service Team in this special Case Study.  Today we are speaking to Phil, who is one of the many call handlers who answer any queries you might have and assist you with your alarm account. We asked Phil 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: Phil
Favourite Musician: David Bowie
Last thing you watched: Downton Abbey
Favourite Place: Earth

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 was interested as it sounded like a fulfilling job helping people who are in need of our service. I was also impressed by how friendly and professional the team is and it seemed like a great place to work and make a difference!"

How do you feel the Lifeline service helps people?

"I often speak to customers who feel Lifeline gives them peace of mind knowing the Response Team are available 24/7 at the press of a button. For some users, it means they are able to stay in their own homes and carry on with their hobbies and day-to-day lives."

Have you any advice for someone considering a Lifeline alarm?

"Sometimes people can be hesitant to ask for a little help. I would encourage them by saying that many people benefit from our system. It isn't just about the alarm users themselves at the end of the day, it's their families as well. Ultimately, it is up to the individual but if someone I care about was feeling vulnerable I would want them to get any help they could."

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

"I have many different kinds of calls each day, from general advice and account information to technical queries. It keeps me on my toes and it is nice to get to know many of our customers over the phone."

What is the best part of what you do?

"It is quite fulfilling being able to help people in any way that I can, especially given who we normally speak to. We also have a really great and supportive team, including putting on bake sales for charity and having regular dog days in the office!"

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

"We are a friendly, knowledgeable team happy to help no matter the situation. So please feel free to call through if you have any queries or problems."

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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