General
Customer Service Reps Are Born Before Being Trained—Omolara
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.
By Aduragbemi Omiyale
The United States government gave some terrorists in Nigeria a Christmas gift that sent many of them to the great beyond.
On Thursday, December 25, 2025, the United States President, Mr Donald Trump, directed his country’s military to launch air strikes on camps of members of the dreaded Islamic State in Iraq and Syria (ISIS) in Sokoto State.
According to Mr Trump, the military action, which he threatened to carry out a few weeks ago if the Nigerian government does not stop the killing of Christians in the country, occurred on Thursday night.
“Tonight, at my direction as Commander in Chief, the United States launched a powerful and deadly strike against ISIS Terrorist Scum in Northwest Nigeria, who have been targeting and viciously killing, primarily, innocent Christians, at levels not seen for many years, and even Centuries!
“I have previously warned these Terrorists that if they did not stop the slaughtering of Christians, there would be hell to pay, and tonight, there was.
“The Department of War executed numerous perfect strikes, as only the United States is capable of doing.
“Under my leadership, our country will not allow radical islamic terrorism to prosper. May God bless our military, and Merry Christmas to all, including the dead terrorists, of which there will be many more if their slaughter of Christians continues,” Mr Trump wrote on his Truth Social platform.
In a video on X, formerly known as Twitter, the Department of War of the United States posted the below video of the air strikes;
https://twitter.com/DeptofWar/status/2004351717131903272
By Modupe Gbadeyanka
The presidency has reacted to speculations that Mr Femi Gbajabiamila has been removed as the Chief of Staff to President Bola Tinubu.
It was alleged that Mr Gbajabiamila has been replaced with the President’s Principal Private Secretary, Mr Hakeem Muri-Okunola.
Mr Muri-Okunola went to Abuja to take up this role after leaving as the Head of Service of the Lagos State Civil Service.
Reacting to the reports on social media on the purported removal of Mr Gbajabiamila, a former Speaker of the House of Representatives, the presidency said no such change has been made.
In a statement signed on Thursday by the Special Adviser to the President on Information and Strategy, Mr Bayo Onanuga, members of the public were advised to disregard the report as “there is absolutely no truth to this story.”
“The Chief of Staff remains in his position. The Principal Private Secretary likewise remains in his role. Hakeem Muri-Okunola has not replaced Femi Gbajabiamila as Chief of Staff.
“The viral claim is a fabrication by mischievous purveyors of fake news whose sole aim is to create disharmony within the government.
“We reiterate that news media should always verify their information before publishing or sharing on social media,” the statement said.
By Adedapo Adesanya
The new chief executive of the Nigerian Upstream Petroleum Regulatory Commission (NUPRC), Mrs Oritsemeyiwa Eyesan, has assumed office with a clear message to advance the country’s upstream oil and gas sector in line with the mandate of the commission as enshrined in the Petroleum Industry Act (PIA) 2021.
According to a statement signed by Mr Eniola Akinkuotu, the Head of Media & Strategic Communications at the upstream regulator, the NUPRC boss made this assertation during her first town hall meeting with management and staff on Tuesday December 23, 2025.
She further disclosed plans to make the commission a business enabler and re-ignite investments in the upstream sector.
Recall that President Tinubu nominated Mrs Eyesan to take over the NUPRC after the abrupt resignation of her predecessor, Mr Gbenga Komolafe as well as his counterpart in the Nigerian Midstream and Downstream Petroleum Regulatory Authority (NMDPRA), Mr Farouk Ahmed.
In her new capacity, Mrs Eyesan also set a firm production ambition of growing Nigeria’s output and increasing gas production.
“The goal is that we must enable the industry, we are regulators. We must enable the industry from our interactions with the stakeholders, from our interactions with everybody.
“My main objective is to ensure that we make a difference. I believe the NUPRC is at the Center of the industry,” she said.
The commission boss who has served for over three decades in the oil and gas sector, promised to entrench digitisation, transparency and efficiency in operations.
The NUPRC head said with the support of staff and management, the NUPRC will become the gold-standard regulator in Africa. She also promised capacity development, stronger technical depth and sustained engagement with stakeholders, unions and professional teams.
On leadership style, Mrs Eyesan promised an open-door policy and frequent staff engagement, while also soliciting for support and cooperation as the industry embarks on the next phase of transformation.
“If we work together we can unleash opportunities, I don’t see impediments only opportunities,” she added.
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