Customer service rep was taking a regular call—but after checking woman’s file—it doesn’t add up

The story is incredible
December 19, 2017 11:15 am Last Updated: December 19, 2017 11:15 am

Working in customer service can be rough. With people usually only calling when there’s a problem, those in the field have to put up with lots of complaining and sometimes even rants. However, they are always required to respond with courtesy and professionalism.

One individual employed in customer service went above and beyond the call of duty last March.

Joshua Vincent was unassumingly working a long night shift at his job as a customer service representative for Clark Public Utilities. Taking calls throughout the night, he was trying to be as helpful as possible.

He never expected the night to take the sudden turn it did.

At around 8 p.m. one night Vincent began speaking with another Vancouver resident Lauren Faught, a 66-year-old lady who had some questions about an appointment she’d recently had with the company. The mother of six and grandmother of 20 was living alone.

While Vincent tried to manage her comments and concerns, he couldn’t shake the feeling that something was not right with Faught. The things she was saying weren’t entirely making sense, so he decided to take a look at her files while still on the phone with her.

“Usually when you look at an account … you can tell how on top of things that customer is,” Vincent explained to The Columbian.

“She is a person who is very much on top of things. And our conversation wasn’t adding up with that.”

Faught was having difficulty keeping up with the conversation, and said she hadn’t been feeling well and was dealing with scattered thought patterns, felt somewhat dizzy, and wanted a nap.

She mentioned something about a doctor’s appointment days earlier as well as changes to her medication, which made Vincent more concerned.

“I was like, ‘OK, that’s kind of alarming,’” Vincent explained.

(The Columbian/Youtube Screenshot)

Vincent tried his best to keep her on the line, finding creative ways to work his growing concerns into the conversation.

Finally, Vincent worked up his courage to ask if he should call an ambulance for her, which Faught turned down. After questioning her a second time following a break from the call, Faught finally agreed.

Vincent stayed on the phone with Faught while the ambulance came for her. Faught said that she’s grateful he did, as after the entire ordeal she didn’t remember a single thing that happened.

“It was pretty amazing, really,” Faught shared.

“I don’t even know why I was on the phone with him.”

(The Columbian/Youtube Screenshot)

The ambulance took her to a nearby hospital, where doctors found that she had dangerously high blood pressure and was at risk for a stroke. She mentioned being diagnosed with dementia.

Vincent later was informed that his actions saved the woman’s life.

Vincent traveled to Spokane where he was honored with a safety award from the Washington PUD Association at their annual conference. He was recognized with videos of appreciation from Clark’s leadership.

As for Faught, she later would meet with Vincent and thank him in person for his prompt action. She had to take some time to recover, but is now a prime example of the good that can come from customer service workers who are willing to go the extra mile for their clients.

Watch the full story below.