5 Lessons I Learned Working as a Customer Care Agent: Real Insights

    Early in my customer service journey, I got a chance to work at a prestigious call center in Westlands . I must say that I  was destined for this job as I was interviewed via phone and landed it immediately.  This  reminds me of the importance of creating meaningful relationships. You see, a friend I had gone to college with had volunteered my contacts and informed me that I will be contacted.  I had a lot going on as a first time mum and missed the first call.  This friend called me and informed me that I would be contacted again and to keep my phone close. Just like that, I passed the interview done in Kiswahili and reported for my first corporate job as a call center agent . My entry into the customer care world helped me to harness skills in empathy , communication and problem solving . If you are planning to venture into this field, here are five lessons i learned working as a customercare agent that will help you. 1. Always be prepared ...
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GONA'S RESOLUTIONS

A new year beckons, the old is gone, with it the memories of good and bad times. Gona looked at his diary and quickly shook his head perhaps at the unmarked resolutions he had not been able to accomplish. He looked at the first one, he was to buy his father a suit, he had not accomplished this as he did not know his father’s measurements and was afraid to ask him. He saw the second he was to renew his spiritual life; he was not sure if he had accomplished this. He had been to church a number of times, tried to pray before meals but still felt empty. He wondered what he needed to do to feel closer to God. He took out a pen from his drawer and wrote the word Google in the place of a tick. He scrolled towards the end of the list and saw the three fun things he had not managed to do as a result of finances. He had not gone for camping, swimming or picnic with his girlfriend even after promising her a couple of times.

 This year he hoped for great things, knew that he had to do some changes in his life if he wanted to be successful. He decided it was best to write everything he hoped to get rid of. He wanted to stop drinking and wondered what incentive he could offer himself if he accomplished this. He smiled and slapped himself on the head, perhaps to cajole him back to his senses and cancelled it. He could not stop drinking, maybe he could stop the number of times he visited his favorite bar. What he was sure he could try to change was his habit of procrastinating things. He knew this behavior dragged him behind to the point of having his priorities misplaced, that’s what his girlfriend always said. He took a moment to think of the next thing he needed to avoid. Bad friends. He needed to get rid of Wafula, Mutua and Omondi, these three always had something up their sleeves that needed cash. But wondered how would he avoid his long term friends.This was a question for another day, all he knew was that he desired to have a year like no other so sacrifices had to be made. He looked at the diary with a renewed hope for the future and prayed that God, the one above who sees all things spoken and unspoken would make this an auspicious year with many blessings. He beseeched for him to give him the grace o accomplish all his resolutions, promising that he would be a good boy.

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  1. Rosyline GechembaJanuary 13, 2017 at 5:51 PM

    This comment has been removed by the author.

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  2. Rosyline GechembaJanuary 13, 2017 at 5:52 PM

    Many of us grapple with making resolutions...perhaps with no idea what we need to do and how to do it

    ReplyDelete

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