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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A New Dawn



Once upon a time in the land of Batoto ba Mungu, there lived a frail old man by the name Mhela.He was a man of few words who would make everyone turn away when they heard his footsteps. He had a scar on his face that scared everyone who saw him. They said he was a known gangster in his youth. However, he did not look the part. He looked like a very bitter man whose life had taken a bad turn. You had to look at him straight in the eyes to see all the bitterness. His walking posture betrayed him. It spoke volumes about a man whose future was bleak. We were pretty scared of Mhela as young children. My mother would use him to scare us to bed. She would scream at us from the top of her voice. “I will let Mhela have you for supper, just wait I hear him knocking”, she shouted. We did not have to wait to find out as my brother and I scurried to our bed in fright.
It was several years later when I learnt that my mother and father were in cohort with each other and it was he that went through the back door to knock. It was he that became Mhela for us each night when we tyrantly refused to sleep on time.
 Mhela the old man would not speak a word without coughing. Sometimes he would bend so much while coughing that we thought he would fall and die. I pitied him for what he was, I pitied him for his weakness, and I pitied him for his awkwardness. I swore to be better than him. That's why in my life;  I choose to fight weakness by being bold.
           Mhela died a few years back .He never got a chance to change his reputation. He never got a chance to laugh again as the society condemned him. Mhela the frail man taught me to stand strong amidst adversities, to believe in myself and hope for something better.
          We all have a Mhela in our lives.People that we judge without knowing what demons or challenges that they are fighting.
Let us be better as people,for afterall we will be judged according to our actions.Additionally do not allow yourself to be a Mhela, be better and do better.



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