Dementia ( Customers with Dementia)
Dementia
Customers showing signs of Dementia
What is Dementia?
Dementia is not a specific disease but is rather a general term for the impaired ability to remember, think, or make decisions that interferes with doing everyday activities. Alzheimer’s disease is the most common type of dementia. Though dementia mostly affects older adults, it is not a part of normal aging.
What are some of the signs of a customer affected?
Someone is breaking in and not taking anything.
Someone is breaking in and moving stuff around.
Someone is copying a High Security key.
None of the security ( locks, Deadbolts, Cameras, ect) the customer has is working to stop the non detectable break ins, and they want to replace it with something else.
This is just a few examples of signs to be on the look out for. Remember this person is completely reasonable in most of their thinking. It is a slow breakdown of memory that causes these issues.
How do we address someone showing these signs requesting work?
Once identified that a customer is showing signs of dementia, notify your supervisor.
DO NOT try and convenience the customer there is not a security risk as this can cause anger and frustration.
Advise the Customer “ None of our products or services can fix the issue they are having”
Make notes in OMS on the Customer and the location to advise other team members.
**** None of our products or services can fix the issue the customer is having ******
This should be the consistent message to a customer that has been identified as showing signs of dementia.