Accident Advice Helpline staff frequently report the diversity of their workload as one of the best things about being an Accident Advice Helpline employee. They frequently say that no two days are the same and that it is both challenging and rewarding to be getting to know entirely new sets of accident circumstances every single day.
The real diversity which lies behind the job should seem to defy the statistics which would seek to summarise it. When official statistics state that almost one third of personal injury claims are related to ‘slips, trips and falls’, this is simply a broad grouping which says very little about the experiences of the accident victim or the relationship which they will develop with the staff member supporting them.
How close do Accident Advice Helpline staff get to customers making an industrial injury claim in Lambeth?
We asked one Accident Advice Helpline adviser how much he typically got to know about the customers under his care. He told us that it naturally varied depending on the particular wants and needs of the customer, but that he tried to be as supportive and helpful as possible and frequently got quite close to them.
A typical example, he said, he was working on at the moment. The industrial injury claim in Lambeth victim is an elderly widow whom had fallen on a slick escalator in a London shopping arcade and suffered awful damage to her elbow. Our operator had been the first to take her call and had guided her through the general matters dealt with during initial calls. He gave the widow all the information she needed to go away and consider her options, and she later came back wishing to progress her claim.
It is at this stage that Accident Advice Helpline staff tend to get a little better acquainted with customers. In the case of the injury claim victim, the operator said that the following topics often crop-up in conversation:
- The injury victim’s children and grandchildren who frequently come up in conversation and are very important to the client.
- The progress of her elbow recovery and the situation with her treatment. Keeping a track on the circumstances of any injuries is very important for professional reasons, but a friendly relationship often gives rise to genuine concern and interest in the welfare of customers.
- Checking that she feels comfortable and informed about the progress of her claim. The lady has previously said that she was very confused when her family tried to explain the situation of personal injury claims to her, and so our operators make a special effort to go over things clearly and sensibly.
What relationship will you develop with Accident Advice Helpline?
Each accident is different, each customer is different and the unique bond between AAH customers and our team will always be a very individual connection. Whatever your circumstances, your AAH adviser will strive to give you the best possible service and get to know you personally if you wish. Don’t be afraid to call today for free and no obligation initial advice and start your injury claim journey.
Date Published: 5th October 2013
Author: David Brown