General
Schneider Electric Shares Insights on Improving 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.
By Modupe Gbadeyanka
A new community recreational park has been commissioned by IHS Nigeria in Omole Estate Phase 1, Lagos, delivered within a four-month timeline through collaboration with the Omole Estate Executive Committee, the Lagos State Government representatives, and the Lagos State Parks and Gardens Agency (LASPARK).
The Head of Partnerships for LASPARK) Ms Temitope Okumuyide, said the project aligns with the agency’s mandate to promote healthy and safe environments across Lagos State.
“This park contributes to creating functional and enjoyable green spaces for the citizens of Lagos,” she said, thanking IHS Nigeria for helping in promoting a greener environment across the metropolis.
The chairman of Omole Phase 1 Residents Association, Ms Abimbola Osikoya, expressed gratitude for IHS Nigeria’s generous donation.
“In a city as dynamic as Lagos, spaces like this are essential. This park will serve as a place for relaxation, family bonding, healthy living, and neighborly interaction. The measure of a society is how it cares for its people, and IHS has demonstrated this through meaningful community investment,” she said.
Also, the chairman of the Titilayo Adedoyin Community Development Association, Mr Segun Fayemi, described the park as a landmark achievement, adding, “Out of the 18 sectors in this area, only mine has such a facility. I am the happiest man today.”
During the commissioning of the project, the Director of Sustainability for IHS Nigeria, Ms Titilope Oguntuga, described the project as more than infrastructure, highlighting the social and human value of shared public spaces.
“At IHS Nigeria, we believe infrastructure goes beyond connectivity and technology. It is about people and the environments in which they live, work, and thrive. Recreational and green spaces are critical to promoting well-being, inclusion, and stronger communities,” she said.
She noted that the presence of the IHS team at the event reflected the company’s dedication to the project and the host community, adding that, “The turnout today also shows our commitment and excitement to witness the commissioning of this park.”
By Adedapo Adesanya
The Nigerian Independent System Operator (NISO) has attributed Tuesday’s national grid collapse to a voltage disturbance at the Gombe transmission substation.
A statement issued by the system operator, while providing updates on repair and restoration efforts, stressed that the incident did not amount to a total system collapse, contrary to reports by some media organisations.
Recall that for the second time this year, the national grid recorded a disturbance that left all distribution companies unable to serve their franchise states. It followed a similar occurrence last Friday.
NISO said electricity supply across the affected areas has since been fully restored following immediate corrective actions by its technical teams, adding that the disturbance originated from the Gombe transmission substation before spreading to other parts of the network.
“The national grid has been fully restored, and electricity supply across the affected areas has since returned to normal.”
“The incident only affected part of the national grid, therefore not a total collapse,” NISO added.
“The event was accompanied by the tripping of some transmission lines and generating units, resulting in a partial system collapse.”
The system operator said restoration efforts commenced shortly after the disturbance and were completed within hours.
NISO disclosed that the voltage disturbance quickly propagated across the transmission network, affecting multiple substations.
The disturbance impacted power infrastructure beyond Gombe before stabilisation measures were implemented.
The voltage disturbance spread to the Jebba Transmission Substation, Kainji Transmission Substation was also affected, while the Ayede Transmission Substation experienced disruptions as the disturbance propagated.
According to NISO, although corrective actions were immediately deployed to stabilise the system and restore normal grid operations, some transmission lines and generating units tripped during the incident.
Nigeria’s power grid has continued to experience recurring disturbances in recent years, raising calls for alternative and proper power infrastructure in the country.
In 2025 alone, the national grid collapsed 12 times, with the last recorded incident occurring on December 29.
Tuesday’s incident represents the second grid collapse recorded in 2026, as well as the second in five days.
By Adedapo Adesanya
The Manufacturers Association of Nigeria (MAN) has urged the federal government to intervene and restrain the National Agency for Food and Drug Administration and Control (NAFDAC) from renewing its enforcement of the ban on alcoholic beverages packaged in sachets and small PET bottles.
The Director-General of MAN, Mr Segun Ajayi-Kadir, who made the call in a statement, stressed that NAFDAC’s action contradicted directives from the Office of the Secretary to the Government of the Federation (SGF) issued on December 15, 2025, suspending the implementation of the ban.
Mr Ajayi-Kadir said the renewed enforcement also runs contrary to a March 14, 2024, resolution of the House of Representatives, which followed a public hearing with stakeholders, restrained NAFDAC from banning sachet and PET-bottled alcoholic beverages.
According to him, the conflicting directives from government institutions have created confusion among operators in the wines and spirits sector and are disrupting legitimate businesses, stating that sachet and PET-bottled alcoholic beverages were introduced to serve adult consumers with low purchasing power.
He added that smaller portions could help curb excessive consumption rather than encourage abuse.
Mr Ajayi-Kadir noted that locally produced sachet alcohol was manufactured under hygienic conditions and duly certified by regulatory agencies, including NAFDAC, warning that an outright ban could fuel the proliferation of illicit and unregulated products that pose greater health risks.
He also dismissed claims that the products promote underage drinking, saying such assertions had been contradicted by empirical research.
“We would like to further place on record that the untested assertion of abuse by minors as the basis for the ban has been debated by credible and empirical research that was independently conducted.
“The industry, on its own, has even gone further, notwithstanding the report of the survey, to initiate a series of campaigns in respect of responsible alcohol consumption to discourage underage abuse.
“This has so far cost the operators over a billion Naira in advertisements at all levels of media outreach across the federation.
“This has been very impactful in discouraging abuse by underage persons and has deepened the access restriction landscape,” he said.
Mr Ajayi-Kadir added that the ban threatened jobs, livelihoods and government revenue, while also encouraging smuggling and importation of unregulated alternatives.
He reaffirmed the commitment of MAN to working with regulatory agencies to ensure compliance with standards, while appealing to the Federal Government to direct NAFDAC to halt actions that disrupt members’ operations.
-
Feature/OPED6 years agoDavos was Different this year
-
Travel/Tourism9 years ago
Lagos Seals Western Lodge Hotel In Ikorodu
-
Showbiz3 years agoEstranged Lover Releases Videos of Empress Njamah Bathing
-
Banking8 years agoSort Codes of GTBank Branches in Nigeria
-
Economy3 years agoSubsidy Removal: CNG at N130 Per Litre Cheaper Than Petrol—IPMAN
-
Banking3 years agoSort Codes of UBA Branches in Nigeria
-
Banking3 years agoFirst Bank Announces Planned Downtime
-
Sports3 years agoHighest Paid Nigerian Footballer – How Much Do Nigerian Footballers Earn