NEW HAVEN -- A call to the Frontier Communications customer service center on the morning of July 10 was answered by the right representative.
Joyce Crawford, of Suffield, called Frontier with a question about a bill.
“And all of a sudden, the words in my brain wouldn't exit my mouth,” said Crawford, who became frightened. “I knew exactly what was happening.”
She has spent many years as a nurse anesthetist. John Pelow, a representative at Frontier’s New Haven call center, remained calm after the routine call turned into an emergency call, according to Crawford.
“I said ‘I'm either having a TIA or a stroke.’ And he asked ‘do you want me to call the EMTs?’ I said ‘I think that's a good idea.’" A TIA is a transient ischemic attack, or a mini-stroke.
She was actually suffering from a subdural hematoma, which is bleeding on the brain. Pelow says he sensed something was wrong. His wife is a nurse, and their son is paramedic and firefighter.
“I just keep an ear to the ground and listen to them intently and pick up a few things here and there,” said Pelow.
Crawford was eternally thankful a person with medical knowledge was on the other end of the telephone.
“He waited to say goodbye. I had to tell him the EMTs were there and that I'm all right and he said ‘good luck,’” said Crawford, who still requires the assistance of a walker.
Pelow called this the most rewarding call he has ever handled.
On Wednesday, he was recognized by several state senators, but he said the best part of the ceremony was finally getting to meet the woman whose life he saved.
“He told me he was just doing his job,” said an appreciative Crawford. “Well, a lot of people just do their jobs. Very few do it well. John did it very well.”
Pelow said the most important lesson that he learned from this encounter is that in customer service, one must truly listen to the customer.
