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 Adedapo Adesanya
The Lagos State Police Command is investigating the delivery of a parcel containing live ammunition delivered to the managing director of First Bank Nigeria, Mr Oluwasegun Alebiosu.
The Commissioner of Police, Lagos State command, Mr Tijani Fatai, confirmed the incident on Tuesday during a press briefing at the command headquarters.
He said Mr Alebiosu reported the case on May 7, noting that two rounds of 7.62mm live ammunition were sent to him through a parcel.
“The managing director reported the matter to the police after a package containing two rounds of 7.62mm live ammunition was delivered on his behalf by his security guard at his residence. The case is still under investigation, and we are treating it with the seriousness it deserves,” he said.
According to him, the parcel was first received by the bank chief’s security guard, who then handed it over to him.
The police commissioner said that operatives have launched an investigation, including forensic analysis and intelligence work, to identify the perpetrators and the circumstances of the incident.
He added that no suspect linked to the crime has been brought into custody.
“Presently, no suspect is in custody. Even though the MD has mentioned some people whom he suspected of being the brains behind it, that is his suspicion, anyway. We are still working on it,” he said.
Mr Fatai noted that detectives are reviewing information provided by the complainant, including details of individuals who may have relevant knowledge of the incident.
He assured the public that the command would keep them informed as the investigations go on, adding that the public should allow the police to carry out their duties.
By Adedapo Adesanya
The Governor of Oyo State, Mr Seyi Makinde, has approved the declaration of a 16-hour curfew in 10 local government areas of the state, as part of measures targeted at tackling insecurity.
According to a memo issued by the Secretary to the State Government, Mr Musibau Babatunde, the curfew takes effect from Wednesday, June 24, 2026.
The movement restriction, between 4 pm and 8 am, lasts for 48 hours in the first instance and affects local government areas bordering the Old Oyo National Park.
The affected local councils are Oriire local government (Headquarters: Ikoyi-Ile), Orelope (Headquarters: Igboho), Irepo (Headquarters: Kisi), Saki West (Headquarters: Saki), Saki East (Hq Ago-Amodu), Atisbo (Headquarters: Tede / Ago-Are), Itesiwaju (Headquarters: Otu), Iseyin (Headquarters: Iseyin), Olorunsogo (Headquarters: Igbeti), and Atiba (Headquarters: Offa-Meta, Oyo).
The development followed a series of protests that rocked the state over the abduction of children and teachers in the Orire Local Government Area in May.
The National Coordinator of the movement, Mr Juwon Sanyaolu, who spoke during the latest protest held on Monday, said the demonstration was part of ongoing efforts by the group to push for the freedom of the victims.
According to him, the protest “is a continuation of actions the organisation has embarked upon since the abduction of children and teachers” in the Orire Local Government Area of Oyo State in May.”
“We will continue to protest for the release of all abducted victims until they are free. We believe that government officials are in the comfort of their rooms and offices while innocent 46 students and their teachers are languishing in the kidnappers’ den.
“We are demanding freedom for all captives in the North, South, West, and East of Nigeria,” Mr Sanyaolu said.
He also criticised political leaders for focusing on preparations for the 2027 elections while insecurity continues to threaten the lives of Nigerians.
“We will not be sitting until 2027. By that time, we won’t even know how many will be alive.
“So that is why we are at the heart of Ibadan in Oyo State, where the abduction took place. The state and federal governments must act, or they will continue to witness mass action,” he added.
By Adedapo Adesanya
The Department of State Services (DSS) has closed its case against former Kaduna State Governor, Mr Nasir El-Rufai, in the ongoing alleged wiretapping trial before the Federal High Court in Abuja.
At the resumed sitting on Tuesday, prosecuting counsel, Mr Oluwole Aladedoye, informed the court that the prosecution would not be calling further witnesses in the matter, prompting the formal closure of the DSS case.
Following the development, defence counsel, Mr Paul Erokoro, told the court that the defence intends to file a no-case submission, arguing that the prosecution has failed to establish sufficient evidence against the former governor.
The defence subsequently sought two weeks to file the application, while the prosecution requested two weeks to respond.
The defence also applied for a variation of some of the bail conditions earlier granted to El-Rufai, describing them as stringent and difficult to meet.
They argued that the bail terms were too stringent, particularly the requirements for level 17 civil servants with properties in Maitama or Asokoro, as well as verification and attestation letters from the Kaduna state traditional council.
However, the prosecution opposed the request, insisting that qualified public officers who meet the conditions exist and urging the court to refuse the application.
Delivering the ruling, Justice Joyce Abdulmalik declined the request to vary the bail conditions, ruling that there are civil servants who own properties at the said location.
The court, however, adjourned to September 22 for the filing of the no-case submission and continuation of the trial.
In February, the federal government filed a three-count charge against the former governor of Kaduna State over an alleged interception of communications belonging to Nigeria’s National Security Adviser (NSA), Mr Nuhu Ribadu.
In a television interview, he confessed that he and other unnamed individuals listened to conversations from Mr Ribadu’s phone after it was tapped by a third party. While acknowledging that such interception is technically unlawful, he argued that illegal surveillance was not unusual.
However, the FG, through the secret police, filed charges against Mr El-Rufai at the Federal High Court in Abuja.
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