General News
Excellence Customer Care Key to Service Industry Growth -DHL

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.
General News
FG to Empower Artisans for Global Value

The Federal Government has reaffirmed its commitment to grassroots artisans to upgrade local skills to meet both national and international benchmarks and compete in the global markets.

Speaking recently during the Skill-Up Artisans (SUPA) zonal rally, Dr Afiz Ogun, director-general of the Industrial Training Fund (ITF), stated that the initiative is designed to professionalise the sector.
The rally was designed to raise awareness of the programme throughout the North-West region.
The rally saw a diverse turnout of professionals, including those in construction and engineering such as welders, fabricators, plumbers, and carpenters.
Those in the technical service comprised of electrical installers and automobile mechanics, while those in the creative and digital space were fashion designers and ICT technicians.
Represented by Muhammad Aminu, the former zonal director of the ITF, Ogun explained that the SUPA scheme seeks to convert traditional craftsmanship into sustainable livelihoods.
He emphasised that the goal is to transform artisans from job seekers into employers of labour.
“We are calling on artisans across the North-West to embrace the SUPA programme,” Ogun remarked. “This is an opportunity to enhance productivity, increase earnings, and ensure our workforce can compete on a global stage”.
According to the DG, the initiative aligns with President Bola Tinubu’s Renewed Hope Agenda, focusing on restoring dignity to manual and technical work.
He noted that a competent artisan class forms the essential foundation of a productive economy.
He further called upon traditional rulers, community leaders, and trade associations to assist the ITF in disseminating information about the programme to ensure high participation rates.
“We are here to engage the technicians, the tradespeople, and the young talents who serve as the backbone of our economy,” he added.
Nancy Ekong, director of the Technical Vocational Skills Training Department, highlighted the programme’s recent successes. She revealed that over 30,000 artisans were trained and upgraded during the initial SUPA cycle in 2025.
The ITF remains optimistic that the continued expansion of SUPA will bridge the existing skills gap in Nigeria’s industrial sector.
General News
Bill Gates Pays Ex-Wife $8bn Charity Payout in Divorce Settlement

American billionaire businessman Bill Gates, has paid $8 billion to his ex-wife, Melinda French Gates’ charity, five years after their split over his affairs with other women.

Bill Gates and Melinda French Gates
Gates made the $7.88 billion donation to Melinda French Gates’ Pivotal Philanthropies Foundation in 2024, The New York Times revealed.
The sum, one of the largest public donations ever recorded, was revealed in a new tax filing, which shows the first specific financial terms of the couple’s high-profile split in 2021.
Melinda resigned from The Bill and Melinda Gates Foundation in May 2024. Despite leaving the charity, she suggested her ex donate $12.5 billion to a new charitable foundation she intended to create.
A representative for Pivotal told the Times the $12.5 billion agreement has been fulfilled, and the nearly $8 billion donation was part of that agreement.
Melinda set up her Pivotal Philanthropies Foundation in 2022, the year after the divorce. At the end of 2023, it had $604 million on hand.
The billionaire pair split after 27 years together in 2021, embarking on what is considered the most expensive divorce settlement in the world. Melinda later received approximately $76 billion in assets.
Months later, details of Gates’ affair with a Microsoft employee were exposed.
The woman penned a letter to the company’s board in 2019, divulging details about the fling which began in 2000 and demanded that his wife, Melinda “read it”.
Microsoft’s board investigated the women’s claims and deemed the relationship “inappropriate”, the Wall Street Journal reported at the time.
Gates suddenly quit the board in March 2020 while the investigation was still in progress – and before the board could make a formal decision on the matter.
Two further bombshell reports were then revealed, alleging Gates had routinely hit on staffers at Microsoft and at the philanthropic foundation he founded alongside his wife.
A separate shocking report claimed that Gates had sought marriage advice from Jeffrey Epstein, with whom he reportedly shared a “close” relationship, having first met the convicted sex offender in 2011.
Gates’ and Epstein’s friendship first came to light in 2019, months after Epstein killed himself in his Manhattan jail cell while awaiting trial on charges of child sex trafficking.
The two men reportedly spent time together on multiple occasions, flying on Epstein’s private jet – dubbed the “Lolita Express” – and attending late-night gatherings at his Manhattan home.
General News
FG Introduces Reusable Textbooks, Uniform School Calendar to Cut Education Costs

Federal Government has rolled out a new policy to reduce education costs, enhance learning outcomes, and promote environmental sustainability through the nationwide adoption of reusable textbooks.

Minister of Education, Dr. Maruf Tunji Alausa
Jointly announced by Minister of Education, Dr. Maruf Tunji Alausa, and Minister of State for Education, Professor Suwaiba Sa’id, the policy introduces durable, high-quality textbooks designed to last four to six years, according to a statement signed by Boriowo Folasade, Director, Press and Public Relations at the ministry.
The policy bans the bundling of disposable workbooks with textbooks, enabling books to be shared among siblings and reused across academic sessions, a move expected to significantly cut recurring expenses for parents and reduce school-generated waste.
It also establishes a uniform academic calendar across the country and streamlines graduation ceremonies to terminal classes only, limiting them to Primary 6, JSS 3, and SSS 3.
Furthermore, the policy tightens assessment, selection, and quality assurance processes for instructional materials, introduces structured revision cycles to ensure only substantive content changes are made, and limits the number of approved textbooks per subject in line with international best practices.
These measures are aimed at ending frequent, cosmetic textbook revisions that compel parents to buy new books annually without meaningful improvements, while the Nigerian Educational Research and Development Council (NERDC) will continue to oversee textbook quality assurance as the Federal Ministry of Education pursues broader education reforms.
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