Customers don’t expect you to be perfect. They expect you to fix things when they go wrong.” – Donald Porter
I live out this quote every day. While it may sound cliché, interacting with people is always interesting. Knowing that I play a part in making someone’s otherwise dull day a little brighter is incredibly fulfilling, especially as a customer service representative in a call center.
One of the aspects I love most about my job is being a problem solver. I get to help clients navigate their everyday challenges, which can sometimes be hilarious. Trust me, I’ve had to stifle laughter on more than one call. Other times, the issues can be challenging, making me wish I had taken that science class seriously instead of daydreaming about a vacation to Santorini. And then there are the conspiracy theories—those are always entertaining!
But what happens when everything goes haywire, and our customers’ world is in chaos? When myths and misconceptions run rampant, it’s our job to be the voice of reason. We are the ones who must calm the panicked thoughts racing through everyone’s minds. We are expected to provide clear information about what is happening, when, where, and why. Amid the chaos, we remain calm and reassuring. Most importantly, we stay patient and cheerful, even when a customer is testing our limits.
There’s a popular Japanese saying: “One kind word can warm three winter months.” This saying is reflected on the yellow walls of our office, symbolizing the positivity we aspire to bring, even amid a crisis when misinformation is everywhere. We strive to provide clarity to each caller and spread joy through our conversations.
Even on the worst days—like when you’re late to work because the matatu driver took the long route, and your team lead is on your case—you still have to smile through your calls. You never know who is on the other end; it could be a high-ranking official seeking accurate information or a neighbor who is scared and believes you have all the answers they need.
Sometimes, when I gaze at those yellow walls, I wonder how David felt when facing Goliath. How did Kipchoge Keino feel every time he ran a marathon, knowing that every competitor aimed to defeat him? What about Lionel Messi or Ronaldo when they need to score that crucial goal that could tip the scales and determine victory or defeat, with millions of fans on the edge of their seats?
In those moments, you realize you must give it your all. You are part of a team making a difference in the background. As Mahatma Gandhi said, “The best way to find yourself is to lose yourself in the service of others.
By: Njogu Joy Wanjuhi.
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