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Case Study: Meet Our Lifeline Customer Service Team – Alex

• Written by Elena


Meet our Lifeline Customer Service Team in this special Case Study. Today we are speaking to Alex, who is one of the many call handlers who answer your queries and assist you with your alarm account. We asked Alex 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.


Name: Alex
Favourite Musician: Too many to name! A few favourites are Orbital, Underworld and Autechre
Last thing you watched: Blade Runner 2049
Favourite Place: Sorrento, Italy (where I got married)

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 have worked within various Customer Service environments for close to fifteen years now. This previous experience means the nature of the job isn't unfamiliar to me.  However, what really makes the role stand out for me is the opportunity to provide a potentially life-saving service that genuinely helps people.

How do you feel the Lifeline service helps people?

Ultimately, I believe the service helps people to retain a sense of independence. It also provides a comfort for families knowing that their loved ones are always being looked after.

I have a very personal reason for understanding how the alarm helps people first hand. My Gran used to have a Lifeline alarm herself. She fell one day while taking her rubbish to the bin cupboard outside and luckily was able to use her alarm to call for help immediately. We were able to come to her aid within just fifteen minutes! This happened during a very cold Northern winter. I dread to think what could have happened if she was not able to summon assistance so easily.

Have you any advice for someone considering a Lifeline alarm?

Sometimes I speak to people who are a little reluctant to wear an alarm. They fear it is admitting a loss of their independence when in fact it can be the opposite!Having an alarm will ensure you will be able to get help if you ever need to and ultimately allows you to remain independent for longer. My advice to people in these circumstances is to put aside your pride and give it a go.

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

The most important thing is to listen carefully to each customer’s query or story, and to ask them the right questions to assess their individual needs. Once I have a full understanding of what the customer requires, I try to provide the right advice for their situation simply and clearly. I always ensure the customer fully understands everything that has been discussed on each call.

What is the best part of what you do?

I think the best part is the positive feedback we get from our alarm users and their loved ones! It's always rewarding to hear how much the alarm has helped them, whether it be as help in an actual emergency or simply as peace of mind for their family.

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

The Customer Service and Care Teams we have here are fantastic! Every member is friendly, approachable and hard-working with our customers' best interests at heart. Please do not be afraid to give us a call!

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.

2 Thoughts On This Blog
brenda collard says:
08/03/2020 at 7:14

Can you set it up for me if I cant/

Sian says:
09/03/2020 at 8:33

Hi Brenda! Setup for our Lifeline alarm is very easy and we’ve made sure the instructions are as simple as possible – however, if you do encounter any issues, our team will of course be available on the phone to assist you with getting it all set up! Thanks,

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