Connect with us

General News

Excellence Customer Care Key to Service Industry Growth -DHL

Published

on

Olayemi Olusona, head, Customer Service for DHL Express Nigeria.
Kindly share this post

For many consumers, the satisfaction from purchasing a physical product often increases significantly from the moment they unpack and begin utilising the product (i.e. such as a new technological device).

However, when it comes to services that consumers utilise, the satisfaction delivered as a result of the service rarely increases to the same extent once the service experience has come to an end, according to Olayemi Olusona, head, Customer Service for DHL Express Nigeria.

Olusona, said that due to these lower satisfaction levels post a consumer’s experience, businesses within the service industry need to constantly look to truly exceed a customer’s expectations to peak satisfaction during the process of delivering a service, and this is often achieved through a seamless and positive customer experience.

The recently released Global Customer Service Survey by Interactive Intelligence Group Inc. highlights the importance of a positive customer experience.

It revealed that 64% of consumers would tell others when they had a positive customer service experience and that 45% of consumers tend to make purchase decisions based solely on customer service.

“The professionalism and attitude of a company’s employees, especially in the services industry, can have a massive influence on a customer’s experience and perception of service, and in turn, how a customer promotes the company to other potential customers. Customer service therefore plays a significant role in a business’s bottom line,” said Olusona.

She added that that the world of logistics is a key area where customer satisfaction levels need to be managed.

“When a customer is paying you to deliver something within a specific timeframe, the upside, at first glance, is limited. You can get it there on time, in one piece. But that’s what the customer expects. Even getting it there earlier might not be welcomed. For example, if the customer is not at home or their warehouse is not yet ready to take receipt of more stock. At the same time, the potential to disappoint is huge – delivering something late, not at all, or in worse condition than when it started the journey is almost guaranteed to create immense dissatisfaction.

“Add to this the numerous interactions a customer has with diverse interfaces in many service companies and another important dimension comes into play: human relationships. In most businesses – even in today’s digital, automated world – there are still numerous people who provide different aspects of service to the customer.

“From the account manager who makes the pitch, the booking agent who takes an order and the operational employee who delivers the service, right through to the billing department that issues the invoice and follows up on payment – every single person can impact customer service levels. It is for this reason that we at DHL see huge potential to help service companies deliver additional value beyond what a customer is paying for,” she said.

Olusona also listed three key areas which DHL believes are crucial to delivering service excellence to include;

“The voice of the customer: Ensuring that the voice of the customer resonates throughout the organisation is essential to great service.

“Initiatives, such as the Net Promoter Approach (NPA) management tool, which measures promoters and detractors among your customer base and proactively sources feedback from them, can have a huge impact in identifying areas for improvement and enabling the company to make the necessary changes to enhance their offering and continually offer better ways to deliver excellence to customers.

“An insanely customer-centric culture: An employee who simply smiles at a customer can have a huge impact on the customer’s perception of their experience.

“The only way to drive this perception in the service industry is through promoting a culture that is intensely customer centric, with the customer at the forefront of every activity. Service is not just the responsibility of the customer service department.

“However, the customer service function, given its expertise in this area, can play a key role in focusing the whole organisation on its customers.

“Transparent key performance indicators: While a service culture is largely an intangible thing, the “measurables” are still important.

“When these are set correctly, they help to focus teams on achieving a common objective, and managers to identify areas for continuous, incremental improvement.

“Performance indicators should also be built around service quality from the customer’s viewpoint, and they should be constantly visible to top management.

Olusona maintained that the service industry, despite its name, can be one of the most difficult in which to consistently deliver great customer service and to exceed customers’ expectations.

“However, through focusing relentlessly on the little details that drive quality, listening intently to what your customers are telling you, and making sure that every individual in your business understands the impact they can have on the customer experience, businesses can deliver value beyond the “transaction” level and ensure long-term success,” she added.

 


Kindly share this post

Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

General News

Leo Stan Ekeh: A “Rare Avis”, an Unconquerable Entrepreneur

Published

on

Kindly share this post

By Tim Akano

Leo Stan Ekeh (LSE) is an extraordinary human being. He is extremely hardworking, hugely brave, and massively intelligent. He is a shrewd businessman but with a cathedral-size heart of butterfly

Leo Stan Ekeh: A "Rare Avis", an Unconquerable Entrepreneur

Leo Stan Ekeh

I’m a product of LSE’s generosity. But not only me, I am close enough to know. We are uncountable.

I was always with him after office hours in his office twenty years ago when he was constructing a church in his place of birth. He was so committed to details and beauty that when the church was roofed and he went for inspection and discovered some misalignment, he instructed the contractor to remove the roof and redo it, without minding the extra cost coming from his pocket.

There was this physically challenged fellow that LSE bought a car for, including a driver to make life easier for her.

During one of his birthday celebrations, he told me, Tim, I am not inviting my friends for any birthday party this year, all the money I would have used in buying expensive wine, I am donating everything to charity

LSE & I

He actually looked for me when I started New Horizons. He read my interview in the Vanguard news paper and asked his staff to look for me.

Prayer:
May each of us receive a telephone call before the end of 2025 that will change our life’s trajectory for good for ever in Jesus name, Amen.

I did.!

Our conversation on that fateful Friday went like this:

LSE: Tim, I read your interview in the newspaper. I would like us to meet.

Tim: You are our LEADER in the Technology ecosystem, Sir.
I can come to your house tomorrow Saturday morning for a breakfast.

LSE: Tim, that’s good, I will be expecting you by 8am tomorrow in my house.

By 8am the following day, I was in his massive, intimidating house.
As I entered the premises I said a simple prayer: The God Almighty who is blessing LSE, please Daddy God be kind to me also in my entrepreneurship journey Amen.

That day the breakfast meeting went well. He wanted to see the man behind the ambitious vision of transforming the ICT education in Nigeria.

He saw tomorrow!

1 LSE First Intervention: Two years after I started my company, New Horizons, I ran out of cash, even to pay salary was a prayer item every 30th of the month. That was May, 2007 it remained just 72 hours for Heaven to fall on my head, metaphorically speaking, that is!

I needed N10M to stop HEAVEN FROM CRASHING ON MY HEAD!
Banks in Nigeria are irrelevant to Start-ups, except and until you START WALKING, Banks will not come to your assistance in Nigeria.
It is O.Y.O (On Your Own) for every Start-up. If you don’t have God 100% on your side, don’t dabble into entrepreneurship in Nigeria!

This is why over 80% of Start-ups failed in Nigeria. In America, it is about 50%.

LSE was in Abuja on this particular Thursday. I called him and requested to see him. He told me to come.

Our conversation went like this:

LSE: Tim, I know you are keeping well.

Tim: My chairman, I am strong in faith, but in reality, heaven is hot on my side o! I need help, Chairman.

LSE: What is the matter, Tim?
Tim: I need N10M soft loan to keep afloat. It is urgent, critical and time- bound.

LSE ok, Tim, see me on Monday (that meeting took place on a Thursday).

Tim: My chairman, I am not exaggerating the criticality of my situation. by Monday it would be too late because Heaven would crash on my head in another 72 hours without the N10M! And it would be all over.

LSE adjusted himself, he breathed in , he looked me straight in the eyes. I wouldn’t know what LSE saw in my eyes that day.

But he stood up, went to the inner room and he came out with his cheque book. He gave me an Access Bank cheque for N10M, which I later refunded 3 months later without interest.

I survived, heaven didn’t fall that day, glory be to God and thanks to LSE.

LSE intervention 2:

This time we had grown, having survived the ABIKU YEARS (The first 5 years of Start-up are the ABIKU YEARS, years of premature, sudden death. If you survive the first 5 years, your chances of living to celebrate your 20 years in business are bright). We did, all gratitude to God.

I got a business that required huge capital to execute- very big money, which was beyond my capacity.

I went to my destiny- helper again. He is never tired of seeing me. He picks my calls on the first ring. But I don’t abuse the access too. No frivolous conversations. No irrelevant calls. Every call is about matter and mission critical

This particular day LSE was looking extremely tired, having over flogged his body.

He told me he had been sleeping in the office for about 3 days, busy putting his papers together to enable him close a massive business deal, which he eventually got, after fighting like a lion whose cub was taken by a lone leopard!

LSE overwhelmed every opposition. He fought like Mohammed Alli, the world’s greatest boxer of all time. LSE won.
And that changed everything for him, too, forever. Fortune favours the Brave

Our conversation that day went like this:

LSE: Tim, congrats you are doing well, I can see. Indeed I instructed all my staff to make sure they read any article you published (“I felt flattered”).

Tim: Chairman, I need your help, KONGA is not ready to give me the products I needed on credit and I don’t have cash to pay and the client will not pay me until after 9 months.

Tough one, indeed.

LSE: Tim, I will be honest with you, there is no way KONGA would give you products worth N500M (10 years ago money!) on credit.

Indeed, we held a meeting on Monday over your matter, the resolution of the Zinox Group is that you must look for cash before you can get the products. Let me tell you, my staff made me to sign-off on our resolution that as the Chairman of Zinox , I, LSE will not go behind to do the opposite of what we all agreed to, and I signed. Tim, I am sorry, my hands are tied!

As of that time, some of the young people LSE helped disappointed him badly. So bad, some souls are ungrateful.

Tim: Chairman, I know some of the people you helped even went to the extent of wrongfully blackmailing you in the media. I know that for a fact.

But Chairman, I am different. I am Tim Akano, I won’t disappoint you.
I will remain eternally grateful if you can still think out- of -the box and help me out.

I added: Chairman, you recall you were the one who looked for me that you would give me a helping hand in life.
I think my last statement touched him.
LSE Tim, I will give you my personal cheque. Here is the cheque for you, take it to KONGA and pay for your goods to meet your deadline.

Tim On getting to KONGA, from my steps and tone, the staff knew something positive had happened.
I confidently presented my cheque to Loretta & Co, the lady managing our account in KONGA then
They were shell shocked that God pulled it through for me another time, using Leo Stan Ekeh.

There were many more positive interventions, which I will reserve for my memoir.

Lessons: The reason behind the rise and rise of Leo Stan Ekeh (LSE) has to do partly because of his massive generosity, most of them are done silently.
Yes, LSE is a shrewd businessman, but he has a heart of a butterfly.

2 LSE is unconquerable and himself and his lineage will remain so because of several lives he has impacted positively

3 We are all products of people’s generosity. No one is a self-made man. In my own corner, through the TIM AKANO FOUNDATION, I am giving back in thousands folds all the kindness I am enjoying from people like LSE & others. I’m not withholding any kindness from people who need it when it’s within my capacity. God saw my heart, too, that when he must have helped me to stand, I will light thousands of candles.

It was William Shakespeare who admonished his followers to tell him all the good things they wanted to tell him while he was still alive because tributes written in beautiful prose means nothing to a dead person.

I congratulate LSE children, they have a great father in and his legendary generosity will always speak for them up to the 4th generation., as the Holy Bible said. LSE children should be proud of their father, he is a Lion, an Eagle and a butterfly, (LEB) all together at the same time.

@LSE: Sir, if you manage to read this short public appreciation, which I was inspired to write in a wedding event (the couple is taking over one hour to come out, instead of joining people who are anxious, I decided to use my idle time to pay you this tribute today), I want you to feel proud of yourself; what you have achieved will take an average person 10 lifetimes to achieve.

Your positive numerous interventions in my entrepreneurship journey have germinated and I am also touching lives- like you- in thousands across Africa, not only in Nigeria, especially with regards to Youth Empowerment.

I am eternally grateful, my chairman, my destiny-helper.

My prayer for you my Chairman, LSE: The Lion, the Eagle, the Butterfly (LEB) is for God to keep you continuously in sound, divine health, peace and happiness- that you will still remain strong at 120 years of age like the Biblical Moses who miraculously escaped physical depreciation in his eyes, strength and mental magnitude.🙏

Gratitude!
Gratitude!!
Gratitude!!!

[email protected]


Kindly share this post
Continue Reading

General News

NITDA Wins Triple SERVICOM Honours for Citizen-Centred Service Delivery

Published

on

Kindly share this post

National Information Technology Development Agency (NITDA) has clinched three prestigious Service Compact with All Nigerians (SERVICOM) awards at the annual Ministry, Departments and Agencies (MDAs) Awards ceremony, earning acclaim for its outstanding citizen-centred service delivery.

NITDA Wins Triple SERVICOM Honours for Citizen-Centred Service Delivery

NITDA

The honours spotlight NITDA’s leadership in digital transformation and efficient public service, as evaluated by SERVICOM on key benchmarks of timeliness, transparency, and customer satisfaction.

NITDA Director General, Kashifu Inuwa Abdullahi, received a personal commendation plaque during the event, recognising his unwavering support and commitment to prioritising citizens in agency operations.

The agency also secured a Special Recognition Award from the SERVICOM Office, celebrating its sustained initiatives to bridge government and citizens through high-quality service delivery.

In a further mark of excellence, NITDA was named the 2nd Best Performing Public Service Unit (PSU) Team B within the competitive MDAs category.

SERVICOM Framework Drives Public Service Reforms

SERVICOM, established to enhance service quality across Nigerian public institutions, assesses MDAs based on rigorous standards that ensure responsiveness to public needs.

NITDA’s triple honours reflect its strategic focus on leveraging technology to streamline services, foster accountability, and promote inclusive digital governance.

The awards align with broader federal efforts to reposition public service delivery amid Nigeria’s push for digital economy growth.

NITDA’s Digital Leadership Under Spotlight
Since its establishment, NITDA has spearheaded national ICT policies, infrastructure development, and capacity building, positioning Nigeria as an emerging digital hub.

The agency’s SERVICOM success underscores effective implementation of the National Digital Economy Policy and Strategy (2020-2030), enhancing e-government services and citizen engagement.

Kashifu Inuwa Abdullahi’s leadership has been pivotal in initiatives like the National Centre for Artificial Intelligence and Robotics, alongside partnerships driving broadband expansion and cybersecurity.

These recognitions come amid NITDA’s ongoing campaigns for data localisation, digital skills training, and startup ecosystem support.


Kindly share this post
Continue Reading

General News

FCCPC Forces Ikeja Electric Into Compliance, Unseals Headquarters After Rights Breach

Published

on

Kindly share this post

Federal Competition and Consumer Protection Commission (FCCPC) has secured enforceable compliance from Ikeja Electric Plc, leading to the unsealing of the electricity distributor’s headquarters after regulatory intervention over consumer rights violations.

FCCPC Forces Ikeja Electric Into Compliance, Unseals Headquarters After Rights Breach

Ikeja Electric

The Commission had sealed the company’s headquarters on December 11, 2025, following its failure to comply with a directive of the Nigerian Electricity Regulatory Commission (NERC) to unbundle a Maximum Demand account into 20 individual accounts for a customer who had remained without electricity for more than two and a half years.

Following the enforcement action, Ikeja Electric entered into a binding undertaking with the FCCPC, committing to resolve all consumer complaints referred to it by the Commission within agreed timelines.

The FCCPC warned that any breach of the undertaking would trigger renewed and escalated enforcement under the Federal Competition and Consumer Protection Act (FCCPA).

The Executive Vice Chairman and Chief Executive Officer of the FCCPC, Mr. Tunji Bello, said the intervention underscores the Commission’s resolve to protect consumers and enforce regulatory decisions.

“Our responsibility is to ensure that consumers are treated fairly and that service providers comply with lawful decisions and directives. Enforcement is not an end in itself. Where compliance is achieved and credible commitments are made, the Commission will respond appropriately,” Bello said.

He added that the resolution reflects a firm but balanced regulatory approach.

“We intervene decisively where consumer harm persists, and we de-escalate where enforceable compliance is secured. What remains constant is our duty to protect consumers and uphold regulatory accountability,” he said.

The FCCPC said the outcome sends a clear signal that consumer rights violations will attract decisive regulatory action, while companies that demonstrate genuine compliance will receive proportionate responses.


Kindly share this post
Continue Reading

Trending