Book ‘Em ~ Act of Kindness #15

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photo credit: pavan trikutam

I dislike making calls to customer services.

Don’t get me wrong – I realise they are critical. Where else could we go if something’s gone wrong and we need to consult somebody?

But, really, do I have to tap this many numbers to establish my identity, my language preference, the type of service I require … after listening to lists of options where I’ve forgotten what Option 2 was because I’m trying to decide if Option 7 is more appropriate?

Then I hold, and listen to scratchy 80s music on a never-ending loop, interrupted by recorded messages announcing how the customer service officers are all busily engaged but I will be attended to shortly. I’m lucky if I get to speak to an actual person within 22 minutes, despite my call being of utmost importance.

So I dreaded this call to my library. You see, my phone died on me. Despite valiant resuscitation efforts, it became clear I needed a new phone. Fortunately, I’d backed up the old phone fairly recently so I was able to transfer data back from the computer, except for the ebooks I’d borrowed via the OverDrive app. Those books completely disappeared.

I reinstalled the app, logged back in, registered myself all over again … nothing. Now, I wouldn’t have minded if I’d lost my own ebooks. But these were library ebooks – would I now be liable for eternal e-fines because they would be forever overdue?

Life, as I’ve learnt, always has surprises.

A lady answered after five rings (yes, I counted). She was polite, cheerful and supremely apologetic that she was unable to help because she wasn’t familiar with OverDrive. If I would please hold, she’d transfer me to someone who could help.

Lionel Ritchie barely sang three bars before another lady answered. She patiently walked me through what I’d done, making encouraging noises along the way. Then she explained where I’d erred. I won’t bore anybody with the details but I understood her explanations, followed her subsequent instructions and – behold! – the ebooks were back in my new phone.

But she wasn’t done. She suggested I logged out and repeated the steps so I’d remember what to do “next time, just in case”. That done, she asked that I borrowed another book, just to check that the app was working fine. It was. She wished me well and said to call back if I had further problems.

It was the most pleasant conversation I’ve ever had with anyone from customer services. Cynics might interpret this as, ‘well, it’s a library, not the ABC Store with 250 call-ins a day’ but I don’t think it changes how pleasant and helpful the ladies were. The second lady, in particular, was unbelievably kind enough to go the extra mile: she could have hung up after my books were downloaded.

Thank you, ladies.

 

THANKS

11 thoughts on “Book ‘Em ~ Act of Kindness #15

  1. Great post, and so spot-on. I think most of us feel the same way when calling customer service. I know I do, and I breathe a sigh of relief when a clear-speaking, understanding voice answers.

    BTW. Nice job on your site remake. It is tasteful and easy on the eyes.

    Liked by 1 person

  2. I get stuck on hold all the time, my webhosting co. Just talked me into trying the online store and I could keep my original website name. So I tried it, wanted my old one back. Huh? I lost all my views tod ate, some 40,000 plus, I’d have to re-do everything from the beginning. I’ve had this web site for 6 years!!! Yes it is nice when you get good customer service, because it doesnt happen often.

    Liked by 1 person

  3. This is wonderful!! I too hate having to make those calls…for all the reasons you’ve listed. And I’m so pleased you had a good experience with the library–I worked at a library ages ago, before computers and all the rest of “tech”; it was my favorite job–being around ALL those BOOKS!! Have a great week!!

    Liked by 1 person

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