I was covering reception one day as a colleague was out sick. I took a call from a lady who was very distressed. She had Multiple Sclerosis and was ringing from a nursing home. She wanted to go home and was very upset as her family didn't live in Limerick and she didn't have many visitors. I listened to her and helped in any way I could and passed on her details to the relevant people.
She rang back a few minutes later to thank me, as she was so grateful that someone listened to her and that there was somebody at the other end of the phone.
Do an extra kind thing