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Schneider Electric Shares Insights on Improving Customer Satisfaction

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Ajibola Akindele Schneider Electric Customer Satisfaction

In recognition of Customer Service Week 2023 (October 2 – 6), Schneider Electric shares valuable insights on improving customer satisfaction.

Ajibola Akindele, Country President, Schneider Electric, West Africa, shares strategies and insights on how Schneider Electric has built long-lasting customer relations over the years through customer satisfaction.

How would you describe Customer Service?

The heart of Schneider Electric is its customer service. It represents our guiding principles and is essential to how we conduct business every day. At Schneider Electric, we consider providing exceptional customer service to be more than just a department, but rather a part of who we are. Putting customers first, making sure they are satisfied, and developing enduring relationships are the top priorities of our entire company.

How relevant is managing Customer Experience in Schneider Electric?

At Schneider Electric, our mission is clear: to enable everyone to utilize our energy resources to the fullest, bridging development and sustainability for all. Our top priority is the thorough management of the customer experience.

Our commitment to managing customer experience is not merely a business strategy; it is our guiding compass. It is a strategic imperative that resonates throughout every facet of our organization. We understand that providing excellent customer service is more than just a means to an end; It is the key that not only unlocks the door to acquiring new clients but also firmly secures the loyalty of our existing ones.

Moreover, our commitment to superior customer service goes beyond the realm of financial gains. It is a testament to our integrity and commitment to our stakeholders. By delivering unparalleled experiences, we fortify our brand’s reputation in the marketplace and become known not just for our products and services.

In the journey toward achieving excellence, our unwavering focus on managing the customer experience is our propeller. It compels us to innovate, to listen attentively to the needs and aspirations of our customers, and to evolve continuously. It empowers us to not only meet but exceed expectations, setting new standards of excellence in the industry.

How quickly do you think customer feedback should be implemented?

We are aware of how critical timely and efficient feedback implementation is. Our commitment to responding to customer feedback is demonstrated by our 24-hour call-back guarantee following each submission of feedback. Every comment we receive is taken seriously, and we use it to pinpoint problems and put creative fixes in place that steadily raise customer satisfaction.

How does Schneider Electric stay focused on delivering quality products and services to its customers?

Quality is given top priority by Schneider Electric through strict standards, innovation, employee development, and supplier alliances. Their dedication to providing high-quality goods and services is further reinforced by a customer-centric strategy, continuous improvement, sustainability focus, and certifications. Consistent quality and customer satisfaction are guaranteed by this all-encompassing strategy.

How do you build long-term relationships with customers?

Our approach to customer service is based on consistency. No matter the different markets or geographic locations, our strategy is constant. Our common goal is to establish trusting relationships with our clients and give them a sense of value. We know that investing in good customer service involves more than just finding solutions to issues; it also entails building long-lasting relationships.

How does Schneider Electric measure and track Customer Satisfaction and Loyalty?

We have an extensive (Customer Voice Program) through which we gauge and track customer loyalty and satisfaction. In addition, we use post-interaction surveys for this program that allow us to determine how satisfied customers are with each interaction. To better understand our processes and make them better over time, effective communication is essential.

How does Schneider Electric ensure consistent customer service and relationship management across different regions and markets?

We accomplish this by combining standardized global procedures, extensive training programs, and regionally focused teams. Our strategy fosters enduring connections on a global scale by fusing adaptability with a steadfast dedication to customer satisfaction.

Which organizational activity plays the most significant role in building customer service, or is every activity aligned to the same objective?

At Schneider Electric, every activity is centred around our customers. Without customers, no business can thrive. Customer satisfaction and quality are not confined to a single department; they are ingrained in our DNA. Our customers can easily reach out to any of our sales personnel, contact us through our customer care hotlines and emails, or visit our website for assistance.

What significance does Customer Service Week hold for Schneider Electric?

For Schneider Electric, Customer Service Week holds profound significance because it is vital for the success of any business. Irrespective of the industry or the nature of products or services offered, customers expect excellent customer service. Customer Service Week serves as a reflection of our commitment to continually enhance our service and strengthen our partnership with our customers. It’s an expression of gratitude for the unwavering support we receive.

In addition, Customer Service Week is globally recognized as a symbol of hope and optimism. In a world often marked by divisions, it reminds us of our interconnectedness and shared responsibility in creating a more customer-centric world. 

In conclusion, customer service is not just a function within Schneider Electric; it is the essence of our organization. Every activity, every initiative, and every interaction is geared towards ensuring customer satisfaction, building quality products and services, and nurturing long-term relationships. Our dedication to customer service is unwavering, and we look forward to celebrating Customer Service Week with our valued customers worldwide. Thank you for entrusting us with your business, and we remain committed to serving you better.

What advice would you give to other companies looking to enhance their customer service efforts during special occasions like Customer Service Week?

It all starts with recognizing and appreciating your customer service teams when trying to improve customer service efforts during celebrations like Customer Service Week. Invest in their education and growth. Give them the tools they need to exceed customers’ expectations by giving them the skills they need.

Promote an environment that values active listening and empathy. It makes a huge difference when your team can genuinely connect with customers.

The encouragement of departmental cooperation and teamwork. This can facilitate problem-solving more quickly and enhance the general customer experience.

Finally, get input from both customers and staff. You can create a culture of excellence that benefits both your business and your customers by honouring and supporting your customer service team on special occasions.

Adedapo Adesanya is a journalist, polymath, and connoisseur of everything art. When he is not writing, he has his nose buried in one of the many books or articles he has bookmarked or simply listening to good music with a bottle of beer or wine. He supports the greatest club in the world, Manchester United F.C.

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NERC Unveils 3-Step Guide for Resolving Electricity Complaints

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NERC

By Adedapo Adesanya 

The Nigerian Electricity Regulatory Commission (NERC) has introduced a streamlined three-step process to help electricity consumers address common issues like power outages, estimated billing, faulty meters, and voltage fluctuations.

In a public advisory shared on its X handle on Tuesday, the electricity sector regulator emphasised that customers should begin by contacting their respective electricity Distribution Companies (DisCos), which serve as the primary point of contact for technical and billing problems.

Consumers are urged to secure a complaint reference number and maintain records of all interactions for efficient follow-up.

The advisory outlines the process as follows: “Contact your DisCo’s customer care – This is the first step for all technical or billing issues;

“Escalate to State Electricity Regulator (SER) – If unresolved, and the consumer is in a state that has transitioned to an SER;

“Reach NERC Call Centre – For consumers in non-transitioned states or needing further assistance. Contact options include 0201 344 4331, 0908 899 9244, or [email protected],” it said.

“We’re here to make sure your complaint is heard and addressed,” the advisory concluded, aiming to empower consumers amid ongoing challenges in Nigeria’s power sector.

This guidance comes as electricity consumers continue to grapple with service disruptions and billing disputes, highlighting NERC’s efforts to improve accountability across DisCos and state regulators.

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Senate Passes Electoral Act Amendment Bill After Mild Row

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Senate confirms Umar Yahaya

By Adedapo Adesanya

The Senate passed the Electoral Act, 2022 (Repeal and Re-Enactment) Bill 2026 on Tuesday after overcoming a rowdy session that saw lawmakers at loggerheads.

The issue in the upper chamber stemmed from a division over Clause 60 raised by Mr Enyinnaya Abaribe, a member of the opposition party, African Democratic Congress (ADC), from Abia South.

The Senate President, Mr Godswill Akpabio, stated that he believed the demand had previously been withdrawn, but several opposition senators immediately objected to that claim.

Citing Order 52(6), the Deputy Senate President, Mr Barau Jibrin, argued that it would be out of order to revisit any provision on which the Senate President had already ruled.

This submission sparked another uproar in the chamber, during which Mr Sunday Karimi had a brief face-off with Mr Abaribe.

The Senate Leader, Mr Opeyemi Bamidele, then reminded lawmakers that he had sponsored the motion for rescission, underscoring that decisions previously taken by the Senate are no longer valid, maintaining that, consistent with his motion, Mr Abaribe’s demand was in line.

Mr Akpabio further suggested that the call for division was merely an attempt by Mr Abaribe to publicly demonstrate his stance to Nigerians. He sustained the point of order, after which the Abian lawmaker rose in protest and was urged to formally move his motion.

Rising under Order 72(1), Mr Abaribe called for a division on Clause 60(3), specifically concerning the provision that if electronic transmission of results fails, Form EC8A should not serve as the sole basis, calling for the removal of the proviso that allows for manual transmission of results in the event of network failure.

During the division, Mr Akpabio directed senators who supported the caveat to stand. He then asked those opposed to the caveat to rise, to which 15 opposition senators stood.

However, when the votes were counted, the Senate President announced that 15 senators did not support the proviso, while 55 senators voted in support.

Earlier, proceedings in the Senate were momentarily stalled as lawmakers began clause-by-clause consideration of the Electoral Act, 2022 (Repeal and Re-Enactment) Bill 2026, following a motion to rescind the earlier amendment.

The motion to rescind the bill was formally seconded on Tuesday, paving the way for the upper chamber to dissolve into the committee of the whole for detailed reconsideration and reenactment of the proposed legislation.

During the session, the Senate President, Godswill Akpabio, reeled out the clauses one after the other for deliberation.

However, the process stalled when at clause 60, Mr Abaribe raised a point of order, drawing immediate attention on the floor.

This soon caused the session to move into a closed-door session.

Before rescinding the Electoral Act, the red chamber raised concerns over the timing of the 2027 general elections and technical inconsistencies in the legislation.

Rising under Order 52(6) of the Senate Standing Orders, the Senate leader, Opeyemi Bamidele, moved the motion to reverse the earlier passage of the bill and return it to the Committee of the Whole for fresh deliberations.

He explained that the development follows the announcement by the Independent National Electoral Commission (INEC) of a timetable fixing the 2027 general elections for February 2027, after consultations with the leadership of the National Assembly.

He stated that stakeholders had raised concerns that the proposed date conflicts with the provisions of the amended law, particularly the requirement that elections be scheduled not later than 360 days before the expiration of tenure.

He further noted that upon critical review of the passed bill, the 360-day notice requirement prescribed in Clause 28 could result in the scheduling of the 2027 Presidential and National Assembly elections during the Ramadan period.

According to him, holding elections during Ramadan could negatively affect voter turnout, logistical coordination, stakeholder participation, and the overall inclusiveness and credibility of the electoral process.

The motion also highlighted discrepancies discovered in the Long Title and several clauses of the bill, including Clauses 6, 9, 10, 22, 23, 28, 29, 32, 42, 47, 51, 60, 62, 64, 65, 73, 77, 86, 87, 89, 93, and 143. The identified issues reportedly affected cross-referencing, serial numbering, and internal consistency within the legislation.

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IFMA Nigeria Gets Branch in Oyo, Picks Adejumo Olusola Babatunde as Coordinator

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IFMA Nigeria Oyo branch

By Modupe Gbadeyanka

A new branch of the International Facility Management Association (IFMA) Nigeria Chapter has been established in Oyo State, with Mr Adejumo Olusola Babatunde chosen as Coordinator.

The organisation set up an arm in the South-West state in a bid to expand its footprint in the country. Mr Babatunde will be assisted by other executive committee members, including Mr Ajiboye Olusola Akeem as Secretary, and Mrs Adeniran Olaide as Treasurer.

At the inauguration of the branch at the Nigerian Society of Engineers (NSE) Secretariat in the Akobo area of Ibadan, the Oyo State capital, the president of IFMA Nigeria, Mr Sheriff Daramola, expressed delight at the successful inauguration of the branch and commended members for their commitment to the growth of facility management in Nigeria.

He highlighted IFMA’s global heritage, noting that the association is supporting over 25,000 members in more than 140 countries worldwide. Mr Daramola emphasised IFMA’s strong global network, the world’s largest and most widely recognised association for facility management professionals, headquartered in the United States and its growing influence in Africa, the Middle East and Europe.

“IFMA members have taken positions of authority across federal, state, and private institutions; IFMA Nigeria is positioned to ensure our professionals are the first choice for global investors entering the Nigerian market,” he stated.

The Legal Adviser of IFMA, Nigeria, Mr Sola Fatoki, who shared this sentiment, said, “Since 1997, when IFMA Nigeria was established, the association has equipped facility management professionals with integrated knowledge spanning human behaviour, infrastructure, and the built environment.”

He encouraged engineers, architects, surveyors, ITC, Technology innovators, data analysts and allied professionals to see IFMA as their professional home and outlined the functions and responsibilities of branch executive committees.

In his remarks, Mr Babatunde expressed gratitude to the national council for the opportunity to serve and pledged to ensure the success of the branch, focusing on unity and the professional advancement of stakeholders in the region.

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