Book ‘Em ~ Act of Kindness #15

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.

Reading Bug ~ Act of Kindness #10

Reading Bug ~ Act of Kindness #10


I came across this Reading Corner at the airport, of all places.

Intrigued, I wanted to inspect the titles and savour this joyful moment of discovering such a corner in an airport. First, however, I wanted to take a photo to prove I wasn’t hallucinating.

But as I lifted my camera, a little poppet galloped towards the shelves, shrieking, “Book! Book!”

I paused. A Reading Corner in a public space with books and a poppet excited by books?

Life had more surprises for me. The father grabbed the poppet. “Meimei, wait. Let the auntie take her photo first.”

It really was too much. I snapped the photo, thanked the father, waved at the poppet and retreated.

Inspecting book titles can wait. Celebrating this little vignette cannot. I am warmed by a father’s kind understanding and gracious patience, and a tiny child’s enthusiasm for books. And by the use of potential retail space for encouraging reading.

There is hope yet.