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Case Study: Meet Our Lifeline Customer Service Team - Simon

• Written by Roshan


Meet our Lifeline Customer Service Team in this special Case Study.  Today we are speaking to Simon, who is one of the many call handlers who answer any queries you might have and assist you with your alarm account. We asked Simon 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: Simon
Favourite Musician: MF Doom or close second, Mano Le Tough - no explanation necessary just have a listen!
Last thing you watched: King of Kong - it's a documentary about a guy trying to break the Donkey Kong world record.
Favourite Place: Amsterdam will always have a special place in my heart. My partner and I love to visit.

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 come from a customer service background and genuinely enjoy speaking with people. I like hearing people’s stories and meeting people I wouldn’t get the opportunity to meet in my day-to-day life. This job was a perfect fit as I really appreciate the service and products LifeLine offers. I enjoy getting to speak with alarm users and their sons and daughters. I love how lifeline puts the alarm user first in everything we do.

How do you feel the Lifeline service helps people?

Lifeline Alarms – its not just an alarm and monitoring service we provide, its peace of mind. Peace of mind for the user, their family. For the alarm user it provides a sense of knowing you have someone to help no matter what. For their family its knowing their loved one is safe. Daily we will speak with sons and daughters scattered all over the globe with the knowledge their parent or loved one is safe by themselves. We give people independence who otherwise may not have it.

Have you any advice for someone considering a Lifeline alarm?

Go for it. I want everyone to have one. In my ideal world I want everyone to have one of our alarms and never need to use it. But feel safe knowing it’s there, just in case.

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

It is very easy. I speak to everyone as I would like to be spoken to. I always treat people with respect and dignity. Sometimes people are going through a tough time, I am empathetic, I truly listen to what the person at the other end of the phone is saying. It’s important for me to ask the right questions so I can provide the best solution for our alarm users.

What is the best part of what you do?

The people I speak with. Definitely the people I speak with. I spoke to an alarm user yesterday who was 96 years old! When do I get to meet someone who has lived for almost a century in my day to day life?? I get to speak with so many wonderful people. I am very lucky.

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

We really do put the alarm user first in everything we do. We genuinely care.

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 999 040 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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