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BRITISH GAS WINTER HEROES STORY 2 – LOUISE
DURATION – 1’ 50”
Louise Dale My normal job role is just ringing customers
and booking their annual services. As soon as it hits November time, you know it's going
to get manicand busy and you just prepare for it. We just tried to do what we could
really. Try and help wherever we could,work as much overtime as we could and try and get
things sorted.
Shelley Paulls Louise had a case where there was a very new-born
baby and the home had no heat, no hot water. We've had people that were undergoing chemotherapy.
That's why we take it so seriously.
Louise Dale There's customers crying on the phone and
it was kind of having to think, what can I do for this customer to try and make that
call a bit better for them.
Shelly Paulls Louise was working solidly for days. The vast
majority of Louise's customers, within a couple of hours,had heating and hot water going.
Some were actually crying with relief once the boiler got going and were so grateful
to Louise for helping them out.
Louise Dale I've got a gran with arthritis and I wouldn't like to have her have no heating
or hot water so, yeah, I think they should see it as kind of like a family or friend
or relative and just take that extra initiative and try and help really. They know that you're
not a robot then. They know you're a person genuinely trying to help.