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 Transmission Company of Nigeria (TCN) has confirmed the destruction of six transmission towers along the Apir–Lafia 330kV line in Nasarawa State, causing significant disruption to electricity supply in parts of the country.
In a statement issued on Wednesday, TCN spokesperson, Mrs Ndidi Mbah, said the incident occurred on May 30 at about 1:15 a.m. during a heavy downpour.
She explained that the transmission line initially tripped, prompting operators to attempt a trial reclosure of Line II at about 2:08 a.m., but the effort failed.
A subsequent inspection of the transmission corridor, however, revealed extensive damage to key components of towers T125 to T130, confirming that the infrastructure had been vandalised.
“The tripping of the lines prompted a physical line trace to determine the fault, which revealed damage to critical components of towers T125 to T130, confirming vandalism on the affected sections of the transmission corridor,” Mbah said.
The incident has forced both Apir–Lafia 330kV Transmission Lines I and II out of service pending the reconstruction of the damaged towers.
TCN said its engineers have been deployed to the site to assess the extent of the damage and determine the materials required to restore normal transmission along the corridor.
As an interim measure, the Lafia 330kV Transmission Station is being supplied through an alternative line to minimise the impact on electricity consumers within the franchise areas of Abuja Electricity Distribution Company (AEDC) and Jos Electricity Distribution Company (JEDC).
The company condemned the persistent vandalism of power infrastructure, warning that such acts undermine investments in the electricity sector and threaten the stability of the national grid.
It also urged residents and host communities to remain vigilant and report suspicious activities around transmission installations to security agencies or the nearest TCN office.
TCN stressed that safeguarding critical national infrastructure requires collective responsibility to ensure a reliable and uninterrupted electricity supply nationwide.
By Aduragbemi Omiyale
A Nigeria Gender Country Programme (NGCP) to advance private sector action on gender equality and inclusive economic growth has been unveiled at a high-level virtual CEO Roundtable convened by the International Finance Corporation (IFC), Nigerian Exchange (NGX) Group Plc, and the Lagos Chamber of Commerce and Industry (LCCI).
The NGCP builds on the momentum of Nigeria2Equal and other initiatives that have advanced workplace inclusion, women’s leadership, entrepreneurship, and sustainable finance across Nigeria’s private sector.
Designed as a more integrated and collaborative platform, the programme seeks to scale impact through coordinated action among development institutions, business leaders, regulators, and the organised private sector.
Anchored on three strategic priorities, the programme aims to increase women’s representation in leadership, improve access to quality employment, and expand access to productive assets—including finance, technology, and markets—for women and women-led businesses.
The partners are expected to formally launch the Nigeria Gender Country Program at a physical event scheduled for July 9, 2026, where stakeholders will further advance implementation of the programme’s strategic priorities.
At the virtual event, the Director General of the Securities and Exchange Commission (SEC), Mr Emomotimi Agama, said, “Gender inclusion is fundamentally an economic growth imperative. Closing gender gaps can unlock billions of dollars in value for Nigeria while strengthening business performance and national competitiveness. We must therefore move beyond viewing inclusion as a corporate social responsibility initiative or compliance exercise, and instead recognise it as a strategic driver of productivity, innovation, and sustainable economic growth.”
Commenting on the initiative, the chief executive of NGX Group, Mr Temi Popoola, said the initiative “presents a significant opportunity to deepen impact and accelerate progress across corporate Nigeria. By expanding women’s access to leadership opportunities, quality employment, finance, technology, and markets, we can unlock substantial economic value while building a more competitive, inclusive, and resilient private sector. At NGX Group, we believe the capital market has a critical role to play in advancing these outcomes through stronger governance, transparency, and stakeholder engagement.”
On his part, the IFC Head of Office in Lagos, Mr Christian Mulamula, said, “Closing the gender gap is one of the most significant opportunities to strengthen competitiveness and productivity. Across Africa, gender inequality is estimated to cost up to $2.5 trillion. Through the Nigeria Gender Country Program, IFC is working with the private sector to expand women’s leadership, improve access to better jobs, and increase opportunities for women-led businesses. Building on Nigeria2Equal, this initiative focuses on practical, measurable solutions that help businesses grow while advancing inclusive growth.”
In her remarks, the DG of LCCI, Ms Chinyere Almona, noted that the programme’s success would depend on leadership accountability and sustained commitment from business leaders, particularly in embedding gender inclusion into organisational strategy and execution.
By Adedapo Adesanya
The Nigerian Safety Investigation Bureau (NSIB) has commenced a forensic investigation into the collision between the container vessel MV Maersk Valparaiso and the oil tanker MT Lady Martina at Bonny Anchorage in Rivers State, following the download of Voyage Data Recorder (VDR) and Electronic Chart Display and Information System (ECDIS) data from the vessel for navigational analysis.
The bureau’s Director of Public Affairs and Family Assistance, Mrs Funke Adebayo Arowojobe, explained that in line with the International Maritime Organisation (IMO) Casualty Investigation Code and international obligations, NSIB had formally notified the Transport Safety Investigation Bureau (TSIB) of Singapore as a substantially interested State.
The incident, which occurred on May 20, 2026, has been classified by the bureau as a Very Serious Marine Casualty (VSMC).
She also said that NSIB activated its marine occurrence response protocols immediately after receiving notification of the incident, noting that the investigation Go-Team was deployed to Onne and Bonny on May 22 to commence evidence preservation and preliminary investigative activities.
The bureau disclosed that investigators boarded both vessels and conducted interviews with their masters and key crew members, while operational records and navigational data linked to the incident were secured.
Also, the director stressed that the bureau had commenced collaborative engagement with relevant local and international stakeholders as part of the investigation process, assuring the public and maritime stakeholders that the investigation would be conducted with professionalism, independence and thoroughness, stressing that the objective was to determine the causal and contributory factors of the occurrence and enhance maritime safety.
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