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Case Study: Meet Our Lifeline Customer Service Team - Sianna

• Written by Roshan


Meet our Lifeline Customer Service Team in this special Case Study.  Today we are speaking to Sianna, who is one of the many call handlers who answer any queries you might have and assist you with your alarm account. We asked Sianna 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: Sianna
Favourite Musician: Daughter
Last thing you watched: Harry Potter and the Deathly Hallows Part 1
Favourite Place: Brighton

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?

This job is completely different to anything I have done before and helping people with different queries or a situation that I haven’t come across before is so rewarding. I am never one to shy away from a challenge, so I would definitely say some of the slightly more complicated situations have been the best ones.

How do you feel the Lifeline service helps people?

I think it is just an extra level of safety and it’s a security blanket for a lot of people. Knowing that someone is at the end of the line is a comfort for the family as well as the person using the alarm and that can only be a good thing. I just think it's important to remember that you are not just helping one person, you're helping everyone in their life as well.

Have you any advice for someone considering a Lifeline alarm?

I would definitely say to have a look through the different plans and see which one is best for you – if you’re not sure then you can always give us a call and we can talk you through the options and help you to decide which one will suit you. We always want people to be sure that our alarms are the best fit for their particular situation and will bring them the peace of mind that they are looking for.

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 always spoken to people face-to-face or worked behind the scenes in previous employment so I'll admit it’s been tricky to learn how to speak to different people on the phone without being able to read their expressions. I always try to match someone’s energy levels when they answer the call and always being prepared for what they might ask is incredibly useful because each call we deal with is so different!

What is the best part of what you do?

The best part definitely has to be helping people in setting up their alarms. All of our alarms have a "plug and play" system meaning that we do all the programming our end and our alarm users just plug it in when they receive it. But if anyone needs any help plugging it in we can walk them through it on the phone and I always love hearing that satisfaction in people's voices when they've switched it on and they can place their first test call - you can already hear that they feel more confident having the alarm.

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

The whole team at Lifeline24 are always working hard to make sure that every call is handled with care, empathy and consideration. We see things through to the end and will always make sure that any issues that might arise are resolved quickly and calmly. Not only are our Emergency Call Team great at what they do but our Customer Service Team are equally amazing with every query that they handle.

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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