Quebec City TruGreen Representative Sonia Lepire Acts Quickly To Assist Customer In Crisis

Rookie Customer Service Representative (CSR) Sonia Lepire isn’t a medical expert, but she knew something was wrong on the morning of August 8. Sonia was on the phone with satisfied customer Mr. Giroux discussing his account when Sonia noticed something was odd. Mr. Giroux started to lose control of his language and wasn’t making a lot of sense. Sonia’s first inclination was that the customer was having a heart attack or a stroke.

Sonia knew she needed to keep Mr. Giroux on the phone, so she asked the CSR next to her to call 911. A few moments later, Sonia heard the man fall to the ground and the phone line hung up. She asked the 911 operator to send someone to the property to check on Mr. Giroux and provided all the details she could.

About 30 minutes later, she received a call from Mr. Giroux’s wife who reassured Sonia that her husband was fine and had suffered an epileptic seizure. They were very grateful that Sonia took the initiative to call 911. Not all CSRs would have acted so quickly to such a crisis and do the right thing.

“I am pleased and impressed that Sonia was so proactive in this situation,” said Jim Mercer, region manager in Canada. “She is a definitive asset to both the Quebec City location and our Canadian Division.”  

Thank you, Sonia, for living the ServiceMaster values every day.

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