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Customer Service Reps Are Born Before Being Trained—Omolara

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By Adeniyi Ogunfowoke

With 10 years’ experience in Customer Service, Omolara Adagunodo, the Head of Customer Service at Jumia Travel is customer service personified.

Her smile and charm are contagious that it could disarm and calm any exasperated customer.

In this interview, Adagunodo talks about the challenges of CS in Nigeria and much more.

What would you consider to be the challenges facing CS in Nigeria?

The first challenge facing CS are the customers. Nigerian customers should start demanding service. If the customers demand service then organisations will have to deliver. The simple law of demand and supply applies here, if we learn to demand service at all times, the organisations will learn to supply it. Nigeria has been called a country without a service culture for so long, and the only way to stop this below-par service nature is to actually make sure we request service at all times from all service companies. At the airports, on the buses, and even in the market!

Some people believe that customer service shouldn’t just be a unit or department. Rather it should be a culture, a lifestyle. Do you share this sentiment? If yes, how so?

Certainly! I believe that Customer Service representatives are born before being trained. Truth is, it’s either in you or not. When I’m recruiting I look out for the passion and qualities of a true customer service person rather than the experience. You might have 10 years of customer service experience and still not be a customer service person.

What are the prospects of pitching a career in customer service? Is it just about talking to customers on the phone?

The sky’s the limit in a customer service career. Talking to customers on the phone is merely the beginning. You can go on to get further training and specialise in CX, Customer Service Strategy, Service Delivery Management, and Project Management etc.

No doubt, your company celebrated this year’s CS Week, would you like to talk about some of the highlights?

Absolutely! We took some time out to celebrate our Customers and Customer Service Team with engaging sessions for the whole company. The aim of this event was to make everyone aware that Customer Service is what we all do. We had some role plays, acting out customer experiences and dress up sessions.  It indeed was a fun time out

What does excellent Customer Service mean to you?

Excellent Customer Service is attained when we are able to put ourselves in the customer’s shoes and do what is best for them. Either they are aware of it or not.

On a lighter note, have you observed that there are more women in CS than men? Is your line of practice gender bias?

Well, we all know that women are more empathetic than men.

Dipo Olowookere is a journalist based in Nigeria that has passion for reporting business news stories. At his leisure time, he watches football and supports 3SC of Ibadan. Mr Olowookere can be reached via [email protected]

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Nigerians Can Film Police on Duty—Court Declares

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By Aduragbemi Omiyale

A Federal High Court in Warri, Delta State, has affirmed the right of Nigerians to film personnel of the Nigeria Police Force (NPF) on duty.

The judgment was given by Justice H. A. Nganjiwa on Tuesday in a case filed by Mr Maxwell Uwaifo in suit number FHC/WR/CS/87/2025.

The court held that Nigerians have the constitutional right to use any device to record police officers executing their official duties in public.

It was ruled that police officers must wear visible name tags, display their force numbers, and must not harass, intimidate, arrest, or seize devices from citizens documenting their activities.

The court awarded the applicant N5 million in damages for the violation of his fundamental rights and N2 million for the cost of litigation.

Business Post reports that the respondents in the case were the Inspector General of Police (IGP), the NPF, the Police Service Commission (PSC), and the Attorney-General of the Federation (AGF).

The lawyer filed the case in accordance with Sections 34, 35, 36, 37, 38, 39, 40, and 41 of the Constitution of Nigeria and others.

“This judgement has significant implications for policing standards, civil liberties, and public accountability across Nigeria,” Mr Uwaifo said after the judgement.

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Lagos Consumes 30% of Total Power Off-Take in Nigeria—TCN

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By Aduragbemi Omiyale

The General Manager in charge of Transmission for Lagos Region of the Transmission Company of Nigeria (TCN), Mr Adeshina Adeonipekun, has stressed the critical role of Lagos in the national grid.

While receiving the chief executive of Eko Electricity Distribution Company (EKEDC), Ms Wola Joseph Condotti, at his office on Monday, he said the Lagos region accounts for about 30 per cent of total power off-take in Nigeria.

He stated that TCN was implementing strategic expansion and project upgrades aimed at enhancing grid stability and operational efficiency in response to rising demand.

Mr Adeonipekun highlighted recent key milestones achieved in the region, including the commissioning of a 100MVA power transformer at the Ijora 132/33kV Transmission Substation, a 300MVA transformer at the Lekki 330/132kV Transmission Substation, and a 125MVA unit at the Agbara 132/33kV Substation, among others.

According to him, these additions have further increased the region’s installed capacity to 5,470MVA on the 132/33kV network and 4,110MVA on the 330/132kV network.

He further said that there were several ongoing rehabilitations at key substations within the region, including Amuwo GIS, Akoka 132/33kV, and Itire 132/33kV Transmission Substations, all geared towards further improving reliability, reducing system constraints, and enhancing the overall efficiency of power delivery.

In her remarks, Ms Condotti expressed appreciation for TCN’s continued partnership and support, underscoring the importance of sustained collaboration between transmission and distribution companies in building a more stable and efficient electricity transmission and supply network.

Both parties explored ways to strengthen collaboration and ensure a more stable and efficient power supply in Lagos, the nation’s commercial hub.

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Anambra to Regain Economic Strength After End to Sit-at-Home—Soludo

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By Adedapo Adesanya

The Governor of Anambra, Mr Chukwuma Soludo, says the years-long sit-at-home is now a thing of the past in the state as it will bring back lost economic viability to the South East state.

The governor spoke on Tuesday during his inauguration for a second term as the leader of the state, noting that security has improved in Anambra.

“The debilitating one-sit-at-home is over, and our schools, markets, businesses, and public servants are back to work. Reports say that ours is now the safest, or at least one of the safest states in Nigeria,” Mr Soludo said.

The second inauguration of the former governor of the Central Bank of Nigeria (CBN) witnessed eminent Nigerians, including ex-presidents Mr Goodluck Jonathan and Mr Olusegun Obasanjo, as well as the Vice President, Mr Kashim Shettima, among others.

“I’m sure many of you flew into Anambra yesterday, being Monday. Previously, it was not possible,” he said at the Alex Ekwueme Square in Awka, the state capital.

Primarily associated with the Indigenous People of Biafra (IPOB), a separatist group advocating for an independent Biafran state, the sit-at-home saw millions of South-East residents remain indoors, shut their businesses, and stay off the roads on Mondays. Initially, it was declared as a weekly protest (especially on Mondays) to demand the release of IPOB leader, Mr Nnamdi Kanu, in 2021 by the Federal Government and draw attention to the separatist cause.

The cause had significant socio-economic consequences in the South-East states like Abia, Anambra, Ebonyi, Enugu, and Imo.

However, Mr Soludo referenced several milestones, including the destruction of criminal camps and the “mass return” of Anambra indigenes during the Yuletide, as evidence of improving security in the state.

“Some 62 criminal camps have been dismantled, and 8 local governments previously under total siege have been liberated,” the governor said.

“Anambra had its best Christmas season in decades last December with a mass return and over 10,000 visitors per day to the Solution City every day until the 10th of January.”

Part of the measures to address insecurity in Anambra was the Homeland Security Law 2025, a measure the governor said contributed to the reduction in criminality.

The Independent National Electoral Commission (INEC) declared Mr Soludo as the winner of the November 8, 2025, governorship election in Anambra State. The APGA candidate polled a total of 422,664 votes, defeating his closest rival, the candidate of the All Progressives Congress, Mr Nicholas Ukachukwu, who scored 99,445 votes, while the candidate of the Young Progressives Party, Mr Paul Chukwuma, came third with 37,753 votes.

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