I Almost Quit Customer Care… Then This One Call Changed Everything

Let me be real.

There was a time I was ready to quit this job.
Not “maybe next month” kind of quitting — I mean real, serious, drafted-resignation-letter type of quitting.

It was a rough week:

My calls were piling.

My scores were low.

I was being timed for bathroom breaks.

And worst of all… customers were wilding.

Then it happened.

A woman called in. Soft-spoken. Older.
Her issue? She couldn’t log into her online portal to check her NHIF details.
She’d tried, failed, been transferred twice, and was on the verge of tears.

“I’m Not Very Good with These Things…”

She kept apologizing.

“Sorry if I’m slow. My daughter usually helps me, but she’s at school today.”

I don’t know why… but something in me slowed down.
I walked her through every step like I was talking to my own mum.
We laughed. She asked if “the blue button” meant submit.
I stayed on the call until she confirmed she was logged in.

Then She Said Something I’ll Never Forget:

“Thank you for treating me kindly. I was scared to call.”

That’s when it hit me.
This job is about more than resolving complaints.
It’s about giving people dignity in a world that rushes them.

💡 The Call That Reminded Me Why I’m Here

Customer care will test your patience, energy, and sometimes your mental health.
But every now and then… it gives you a reason to stay.

Not every customer is kind.
Not every call ends in applause.
But sometimes, all it takes is one person to remind you that you matter.

Have you had a call that made you emotional—in a good way?
Or a moment that reminded you why you started?

Share your story using #TeleSkyHeartline 💙