When the fire department gets here, they come in the door. ZINA HENRY: So ADT says that they’re going to send the fire department. MANNY ROJAS (ON PHONE): Can you get everyone out the household for the time being to verify what it is exactly? Just cause that is very toxic.ĬHUCK NOVAK: I’m looking at it on my iPad and told her I said it’s better to be safe than sorry. My instant thought is that something’s wrong with the detector. ZINA HENRY: As soon as Chuck leaves, about 30 minutes after that, the carbon monoxide detector is going off and it’s telling me I need to get to fresh air. We just didn’t have any sense of how important that was going to be in saving our lives after he left. ZINA HENRY: We were like yeah sure, let’s do it. Henry that I was going to go ahead and switch out her regular smoke detector for a smoke, heat, and carbon detector.
#CALL CENTER WFH UPGRADE#
And so we called ADT to have them come out and upgrade the system.ĬHUCK NOVAK: I told Ms. And we just decided that it was time for an upgrade. ZINA HENRY: Me and my husband have been living in our home for about 20 years.
I would suggest you get everyone out the household. MANNY ROJAS (ON PHONE): That’s actually pretty serious. I’m not sure if it’s the system or if it’s actually detecting carbon monoxide. ZINA HENRY (ON PHONE): I’m calling about a carbon monoxide alarm. And that’s always to help save the customer’s life. We bring everyone together that was a part of the experience, that was a part of the journey, just to really help showcase what our goal here at ADT is. When we’ve had an opportunity to really help save someone’s life, whether it’s a fire, or a carbon alarm going off, or a break in that ADT was able to help notify and help save a customer’s life, we do things called lifesaver events. We can’t win without our customer care organization. Same thing here at ADT– I can’t win without my team. In any athletic sport that involves a team, you can’t win without your team. I was in the Dodgers, Los Angeles Dodgers Minor League organization. In a past life, I actually played baseball. It’s really to help solve for customer problems and pain points along the way and continue to deliver a premium ADT experience to every customer. We interact with customers in many different ways, from communications, to our technicians installing at a customer’s house, to you interacting with our customer care representatives on the phone.Īs a director of customer experience strategy, the essence of my role is to improve the customer journey. The opportunity to help save people’s lives is by far one of the most impactful opportunities you can say that you do on a day-to-day basis. I cannot wait to get back to Rochester and be able to present this award to Philip.ĪARON MILLER: I decided to join ADT, I think first and foremost, because the noble cause of the company. To have one of our people receive the Lifesaver Award is unbelievable. We know that every day that an alarm comes in, it may be the real thing. All of our people are so passionate at what they do. SPEAKER 3: I’m extremely proud that one of our team members in Rochester was able to help save one of our ADT customers’ lives. SPEAKER 2: After talking with the ADT subscriber, she really felt that her life was in danger, and was very, very thankful to have the ADT alarm there by her bedside, and is much more secure in her house now because of the response from the officers, the response from ADT, and the way everybody worked together. It just– everything came together so perfectly. I’m so thankful he called so fast and that the officers were so quick. It’s just, it’s hard to even think about what could have happened. It makes me feel more comfortable that my son is protected also. WENDY WILLIAMS: It saved me from, who knows what could have happened? And what this person might have done and, had they made it to my room. SPEAKER 1: I’ll call the police right now. SPEAKER 1: Oh, OK, would you like to call the police, ma’am? WENDY WILLIAMS: Um, my back door smashed in. SPEAKER 1: Hello, this is Philip with ADT security calling about the fire alarm. And that’s definitely what caused this person to flee my home. I immediately jumped up and hit my Panic button.
He got as far as halfway through my living room.
So I was laying in bed nodding off asleep. WENDY WILLIAMS: I live in Downtown Sumner with myself and my son.
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