At LifeLabs, we are proud Canadians, serving Canadians from coast to coast. In the “Empowering Canadians” story series, we showcase the inspiring voices of our team members as they share what fuels their passion for serving Canadian communities, advancing healthcare, and embracing innovative technologies.
In today’s story, we’re profiling Customer Support Agent Farhana Damji, who exemplifies care and kindness during every interaction.
On any given day, Farhana will receive approximately 120 calls from customers or providers who depend on her to answer their questions or help them find solutions. Healthcare providers rely on LifeLabs with 70 per cent of diagnosis and treatment plans they build, based on the results that we deliver every single day.
Farhana understands the importance of clarifying their questions and demonstrates agility and patience when handling these calls, upholding LifeLabs’ value of a customer-centred approach to care.
“When you answer a call, you’re not sure what is coming your way,” said Farhana. “I take the time to listen to concerned callers who feel they have nowhere else to turn.”
Often, Farhana is there to lend an ear, and throughout a single conversation, she builds trust by ensuring that the person on the other end understands they are the priority.
However, it’s not always easy to build trust when you are working on resolving issues or concerns being raised.
A few years ago, she recalls receiving a call from an individual who was deeply frustrated. She took the time to listen and remained friendly and understanding, while solving the issue. The result? The problem was solved, and the caller apologized.
Farhana and the customer service team are a vital link for LifeLabs, empowering thousands of Canadians in their health journey every single day. They’re the calm, capable centre, ensuring that everything runs smoothly.
“When Canadians rely on LifeLabs, I am at the forefront representing our company and answering that call,” said Farhana. “These daily experiences have helped me realize that everyone has challenges. It’s our approach to handling challenges that makes a difference in the customer experience.”
Stay tuned for more stories from our team members, as we continue to empower Canadians to take control of their health and make informed decisions.