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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 ...

Sheer Shock

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It is extremely hard to imagine of a day when life does not matter. The day she heard about it, she closed her shop and headed home. She wanted nothing to do with him so she locked herself in her room. Grace, her mother was worried just for a while, she kept herself busy and left June to her thoughts. She thought about him all day. His love was forbidden yet she had been anxious to conquer. She felt like a fool who had wasted so much time and energy.         She heard footsteps and for a moment closed her eyes. She did not open them for a long while until she felt her cheeks soften from the drops. It had been months since her eyes watered and she felt hopeless. What a shame! A strong woman of great wit and charisma reduced to a caricature because of him. They came just then, they must have been three women, two had children straddled on their back. They claimed ownership and June looked at them in a state of daze. They began fighting amongst th...

Staring blankly

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Being a writer is tough, Tough to think and rhyme, Rhyme that which ticks, Ticks and educates. Sometimes I look at a blank page, and become blank in mind, I want to express myself, But expression evades me. I shake my head, Shake my thoughts, Looking for what works, Nothing comes to mind.

Quarantine -Week One

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Quarantine  Week One of Covid-19  The atmosphere is pense, no one knows the specifics, everyone is afraid and passing their ignorance to others. Everywhere you go it’s all about the corona menace. It is on the news, it’s on every Whatsapp forwards and it’s on everyone's lips. My children are scared of it and what it holds. My daughter exclaimed today that she does not want to die before she even gets her own children! She is scared that corona will ruin her future. She has everything planned out and is wondering why corona wants to spoil her plans. My son is unperturbed by all the drama and brings drama of his own. His cousin tries to touch him as they are playing and he comes screaming" Mum, look at Hillary, he wants to give me corona!” He responds well to the many requests to wash his hands and asks why he has to do it over and over. Indoor Games The children have been indoors for three days and are getting restless. They have watched cartoon, played with their t...

THE BED

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The bed was tiny at the end of the ward. A little blue slab firmly printed above the bed. It read No 4 and she wondered if it should have meant something. She was warm in that tiny bed. Two white sheets, a brown duvet and Maasai bed sheets with the hospital name printed on top. She loved  windows, but could not open this particular one. She could not withstand the cold air. She particularly missed the sun, it was three days indoors. Once in a while the curtain opened slightly and a familiar face peeped in. She smiled slightly amidst the pain and engaged in pep talk to while away the minutes. The nurses were a nosy bunch, always talking about something. They gossiped on everything. They talked of a man whose wife had AIDS, of the Somali woman whose labor was prolonged. They noisily cluttered to their stations once in a while, to fill syringes and write in charts. They would appear at her bedside with blood pressure kit and thermometer in hand. They would disappear several hours ...

A New Dawn

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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 thr...

FATHER'S DAY DEDICATION

He is respected and adored, For he is the provider, His strength defines his masculinity, Secure we become under his wings. His voice so deep and authoritative, He invokes discipline and obedience, His love runs so deep to the core of his soul, He cares and showers us with endless gifts. Often ignored and neglected, Feelings whisked away, But their importance is unmeasured, For all its worth,You are loved today and always. Your name defines our identity, Your ideals define our character, Your courage defines our personality, Your words defines our resilience. Daddy,You are our fortress, Our soldier in difficult times, We are brave by your side, With you its always a walk in the park.

DEDICATION TO ALL MOTHERS

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Dearest friend, Pride of the society, Pillar of the family, Is what she is. A disciplinarian for a good cause, A lawyer instills good behavior and equality, A companion in sharing of problems, A cook she makes us all line up for fillings. Her smile is enough, Her hug comforts and reassures, Her word encourages and soothes, Her touch smooths problem coz she cares. Mother, you are the best, May you always have the best, May life's happiness and challenges mold you the best way, May you emerge a winner in the test of time.