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Bryn’s Story

You may remember that I wrote an article back in February of this year about our Customer Service team. I wrote about how any Customer Service team is not a given thing.  It is a combination of quick thinking, hard facts, data and most of all, empathy that seeks to understand and care for customers, internal staff and external field agents.

Well … I told you so!!  A couple of days after I published the blog, our Customer Service team answered what we thought was a conventional phone call from one of our field agents, Bryn Evans.  

Luckily, Bryn managed to keep the call connected. Our quick thinking Customer Service team immediately started to work out where he was from the direction he was heading and asked another member of staff to phone an ambulance to report the emergency.

Bryn had just completed a job and was on his way to his next appointment in Chester when he started to feel unwell. He felt ‘funny’ with a tight pain going across his chest. Immediately he pulled in off the busy A55 where he instantly started to go in and out of consciousness.  Not knowing what to do he tried to get the attention of other drivers by flashing his lights and honking his horn.  This did not work as no-one realised Bryn was in trouble, which then prompted him to call his last dialled number which happened to be Collect a Case.

Bryn has an amazing phone etiquette and a great personality, so it came as a shock to Naomi to receive a phone call of this nature from him, as it was also extremely out of character! Naomi managed to keep Bryn calm and focussed.  Unknowingly to Bryn, the pains, aches, discomfort and tightness he was experiencing was the start of an angina attack and he was still going in and out of consciousness.

Luckily, Bryn managed to keep the call connected. Our quick thinking Customer Service team immediately started to work out where he was from the direction he was heading and asked another member of staff to phone an ambulance to report the emergency.

The fact that we were still connected and could hear the sat-nav repeating directions helped direct the ambulance to the location and saved his life.  When the ambulance was only 5 minutes away from Liverpool General Hospital Bryn suffered a major heart attack which resulted in him having a quadruple by-pass.

It was the skill and dexterity of our staff that saved Bryn’s life. The ability to stay calm in stressful situations can’t be taught, but to manage and delegate tasks between each other showed a great team ethos. Bryn is recovering well and can’t wait to get back to work.

We’d like to thank the patience and work of the Emergency Services and wish Bryn and his family the best of luck on his road to recovery.

We can’t wait to hear from you again Bryn, keep smiling x

Bryn’s Story was last modified: February 2nd, 2016 by simon.proudfoot

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