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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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FG Declares Holidays for Christmas, New Year Celebrations

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as public holidays

By Adedapo Adesanya

The federal government has declared Thursday, December 25, and Friday, December 26, 2025, as public holidays to mark Christmas and Boxing Day respectively.

The government also declared Thursday, January 1, 2026, for the New Year celebration.

The declaration was contained in a statement issued on Monday by the Permanent Secretary of the Ministry of Interior, Mrs Magdalene Ajani, on behalf of the Minister of Interior, Mr Olubunmi Tunji-Ojo.

According to the statement, the Minister urged Nigerians to reflect on the values of love, peace, humility and sacrifice associated with the birth of Jesus Christ.

Mr Tunji-Ojo also called on citizens, irrespective of faith or ethnicity, to use the festive season to pray for peace, improved security and national progress.

He further advised Nigerians to remain law-abiding and security-conscious during the celebrations, while wishing them a Merry Christmas and a prosperous New Year.

Business Post reports that on these public holidays – the foreign exchange market, the Nigerian Exchange (NGX), as well as the NASD Over-the-Counter (OTC) Securities Exchange will not open to trade.

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Dangote Refinery Warns Against Artificial Petrol Scarcity

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By Modupe Gbadeyanka

Local crude oil refiner, Dangote Petroleum Refinery, has kicked against attempts to put consumers of premium motor spirit (PMS), otherwise known as petrol, under untold hardship in the country.

The company, which commenced nationwide sales of the product at a pump price of N739 per litre across all MRS Oil Nigeria Plc filling stations, appealed to Nigerians to report any of its marketers who sell above this price.

“Any attempt to create artificial scarcity or manipulate supply to frustrate recent price reductions is unpatriotic and unacceptable.

“We urge regulatory authorities to remain vigilant and take firm action against such practices, especially during this critical festive period,” the Lagos-based refinery said in a statement.

It noted that the significant price reduction was part of its mission to deliver affordable fuel to consumers and stabilize the downstream petroleum market.

With over 2,000 MRS stations nationwide, the new pricing is expected to be implemented across all outlets, ensuring that the benefits of this reduction reach consumers nationwide.

Dangote Refinery applauded marketers who have embraced the new pricing regime and urged others to follow suit in the interest of national economic recovery.

“We commend MRS and other marketers who have demonstrated patriotism by reflecting the reduced price at the pump. We call on others to join this effort as a show of support for Nigeria’s economic recovery,” the refinery stated.

Historically, the festive season has been associated with fuel scarcity and sharp price hikes. However, Dangote Refinery has delivered a decisive market intervention—crashing pump prices at a time when Nigerians typically brace for hardship. Backed by a guaranteed daily supply of 50 million litres, this initiative fundamentally alters the supply dynamics during the holiday period.

By refining locally at scale, the refinery is reducing Nigeria’s exposure to volatile global markets, conserving foreign exchange, stabilizing the Naira, and strengthening energy security. This sustained price cut and steady supply are providing relief to households, businesses, and transport operators nationwide.

Consumers were advised to resist purchasing fuel at inflated prices when cheaper, high-quality alternatives are readily available.

“We encourage Nigerians to avoid buying PMS at excessively high prices when they can access locally refined fuel at N739 per litre from over 2,000 MRS stations nationwide. Report any MRS station selling above N739 per litre by calling 0800 123 5264,” the refinery said.

“We also call on other petrol station operators to patronize our products so that the benefits of this price reduction can be passed on to Nigerians across all outlets, ensuring broad-based relief and a more stable downstream market,” it added, reaffirming its commitment to steady supply, price moderation, and energy security, emphasizing that its operations are anchored on long-term national interest rather than short-term market pressures.

“Our objective remains clear: to ensure consistent supply of high-quality petroleum products at affordable prices for Nigerians, while supporting economic stability and reducing dependence on imports,” the refinery concluded.

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N185bn Gas Debts Clearance to Stabilize Power Sector, Revive Investment—FG

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to reduce debt

By Adedapo Adesanya

The federal government’s approval of N185 billion as the settlement for long standing debts owed to gas producers in the country has been described as a major boost for Nigeria’s gas industry and power generation value chain.

The decision, endorsed by the National Economic Council (NEC) chaired by Vice President Kashim Shettima, followed the authorisation by President Bola Tinubu and represents one of the most significant fiscal interventions in the energy sector in recent years.

The legacy debts, accumulated over years for gas supplied to power plants, have constrained cash flow for producers, discouraged new investments and reduced gas supply to electricity generation, worsening Nigeria’s chronic power shortages.

Under the approved framework, the debts will be settled through a royalty-offset arrangement, a mechanism expected to ease government liabilities while restoring confidence among domestic and international gas suppliers.

The Minister of State for Petroleum Resources (Gas), Mr Ekperikpe Ekpo, described the approval as a turning point for the sector.

“This is a decisive step towards revitalising Nigeria’s gas sector and strengthening its power-generation capacity in a sustainable manner,” Mr Ekpo said, adding that the move aligns with President Tinubu’s commitment to resolving structural bottlenecks in the energy industry.

He noted that clearing the arrears would help rebuild trust between government and gas producers, many of whom had slowed investments due to persistent payment uncertainties.

“Settling these debts is critical to restoring investor confidence, reviving upstream activities and accelerating exploration and production,” Mr Ekpo stated.

According to him, increased gas output would directly translate into improved power generation, helping to address electricity shortages that have long constrained industrial productivity and economic growth.

The gas minister further explained that the intervention supports the Federal Government’s Decade of Gas initiative, which targets unlocking more than 12 billion cubic feet per day of gas supply by 2030.

On his part, the Coordinating Director of the Decade of Gas Secretariat, Mr Ed Ubong, said the decision sends a strong signal to investors across the gas-to-power value chain.

“This approval underlines the Federal Government’s determination to clear legacy liabilities and assure gas producers that supplies to power generation will be honoured,” Mr Ubong said.

He added that the move could unlock stalled projects, revive investor interest and rebuild momentum toward Nigeria’s transition to a gas-driven economy.

The settlement could mark a critical step in stabilising gas supply to power plants, improving electricity reliability and positioning gas as a catalyst for industrialisation and long-term economic growth.

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