During the current coronavirus situation, people with a hearing impairment still need important support to be able to continue taking an active part in their daily lives. As many other countries, Denmark imposed limitations to the social life in early spring, making it more important than ever to prioritise good customer service. During the lockdown, Oticon Denmark received an e-mail explaining just how much the support means during a time like this.
This is an excerpt of the e-mail:
“I would just like to express the absolute biggest praise to four of your employees – not just a little, but really the biggest praise.
My mother relies greatly on your hearing aids and Connectline accessories. This Saturday, her streamer broke, which meant that she was unable to speak on the phone – in fact she was not able to call her doctor or an ambulance, well any form of emergency really.
So, she drove to Randers Monday morning to get a new streamer, but the shop was closed, and she had to return emptyhanded. So, I called support and got hold of the nicest employee, who drove to the shop with a new streamer for my mother to collect.
Afterwards, I visited my mother to help her pair the devices, so that her phone, streamer and TV once again would work together. But I just couldn’t pair the hearing aids; even when I meticulously followed the guides on your website. I will admit that I began to panic. It is a very long and anxious wait until April 13 when your mother does not have the opportunity to call for help – especially these days.
So, I found the number for Oticon Support in Thisted. I got hold of yet another fantastic employee who forwarded me to Lars, a technician. He promised to do everything he could to help us. Apparently, the pairing of the streamer and the hearing aids had to be done by an Oticon employee. We agreed that Lars tried to find an available employee for the following day, Tuesday.
Lars called me and explained he had found yet another amazing Oticon employee in Snedsted. My mother and her neighbour took the almost two-hour long drive up there. When they arrived, they were met by such a caring and kind person. My mother was helped in a calm and benevolent manner, and she felt very relieved. Your employee brought the streamer and hearing aids inside, while my mother and her neighbour had coffee on the parking lot outside. In addition to the very calm way your employee took care of everything, she even cleaned the hearing aids. When my mother got her streamer and hearing aids back, there was a very kind handwritten letter included.
Your employees have made such a huge difference today, for which I can only send my biggest gratitude. You have enabled her to use her phone, and I can feel safe now knowing that I can get in touch with her.
Thank you so much! I really hope that you will share this story among you and give a nice pat on the back to these four superheroes! Take care and stay safe in these times.”