ADT Associate: Is everything okay?
Mr. Jones: No. I’m very short of breath! I don’t know if I’m going to be alive or dead! After informing Mr. Jones that help was on the way, the associate then offered to stay on the line with the gentleman until the paramedics arrived. In a dual effort to both calm the customer and solicit additional information pertinent to the event at hand, ADT’s associate discovered Jones’ desire to be taken to a hospital and his immediate need for oxygen. Following proper procedure, the ADT call center representative then made a follow-up call to the city fire department to provide this critical additional information.
