Verizon Customer Service Rep Saves Caller's Life

customer service repAnyone who has ever made a call to a customer service rep knows that at times they can be beyond frustrating, and at other times they can seem like real lifesavers. This is a story about the latter, and should make you feel better about customer service in general.

Recently, a Verizon sales and service consultant noticed that a caller was having a medical emergency and calmly took the necessary steps to help save her life.

Sonja Legge, who works at the Verizon customer service call center in Livingston, N.J., was on a service call when the customer that she was assisting told Legge that she wasn't feeling well. Legge could tell that this was a serious matter, as the customer described her symptoms, saying that she was numb, had trouble breathing and was unable to stand up.

After confirming with the woman that she needed help, Legge stayed on the phone, but also told her supervisor about the situation. The supervisor brought Legge a cordless phone (they probably have a few of those at a Verizon center), which Legge used to call 911 for emergency service and send help to the customer's house. Legge was able to provide the emergency dispatcher with the customer's name, address, and home and mobile phone numbers -- with the customer's permission, of course.

Legge then stayed on the line with the ailing customer, urging her to remain calm and assuring her that help was on the way. Legge stayed with her on the phone until paramedics arrived and quickly took the customer to the hospital, where she was diagnosed as having suffered a stroke.

Once the customer recovered, she profusely thanked Legge for her help and wrote a poem to show her appreciation. Meanwhile, Legge has been nominated for a Verizon Heroes Award, which "honors employees who demonstrate extraordinary courage, skill, judgment and resourcefulness in acts of heroism and unusual merit in service to the public."

"Sonja's quick thinking and heroic efforts exemplify her selfless commitment to others and provide a great example for others to follow," said Paul Sullivan, Verizon vice president of operations for New Jersey.

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lovely article, made my day

August 13 2011 at 11:14 AM Report abuse rate up rate down Reply

A loud applause for this customer service rep! This is another good reason to have all of our customer service reps remain in the United States, not India, China and who knows where else. I, along with most Americans, have been frustrated to tears (or to the point of running down the street screaming) with having to deal with people who treat us like dirt, besides having such bad Engish that we can't understand the person on the other end of the line.

July 26 2011 at 2:48 PM Report abuse rate up rate down Reply

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