CUSPA - Customer Service Practitioners Association

05/09/2022

BUYERS BEWARE!!!!
I was scammed by 😧😧😧

They bank with
with an account number: 8151322737!

Usually very quick to trust and eager to encourage the youths in business, my order for 30 huge, succulent snails “entered voice mail!” …literally! I never received them. Then after a brief rigmarole, they disappeared from Instagram! At first I was ashamed at my gullibility, then I became incensed at the far-reaching effect of such an experience! I will NEVER trust anything I see on Instagram ever again! I will throw away baby and bath water because some idiot thinks 32k is enough to ruin the reputation of Instagram businesses! It begs the question… “Who is keeping customers safe!?”

Can anyone with a similar experience share how they handled this? What can the bank do? What checks can be adopted by trusting customers?

23/02/2022

We are the Voltron of customer service. Let’s protect you… but you have to tell us what’s happening do we can help you!

Turn to CUSPA!
The Voice of the Customer ❤️

05/02/2022

DOING CUSTOMER SERVICE RIGHT!
When a customer receives over 40 repeats of thé same message, something I’d clearly wrong. This causes dissatisfaction and anger. It does not matter WHY it happened… the issue us WHAT do you do about it?

Tell, us as the customer how receiving these messages would make you feel.

What should Fidelity Bank do in response ?

16/10/2021

"My work expreince has been in marketing and general management. My academic interest is in business level strategy. These have honed my entreprenurial skills and helped me in building a network of businesses. I believe it is the turn of Africa....for accelerated growth and development and that Nigeria should take the lead. My professional goal is to make my marketing and entrepreneurial experience available to business people who are committed to 'fast forward' Nigeria and Africa. Lifting million out of poverty and creating wealth from innovation and productivity requires that all hands be on the deck. That is my worthwhile goal."

Specialties: Market segmentation and portfolio strategy development

George is a regular speaker and facilitator, a member of many professional bodies and Fellow of the Nigeria Institute of Marketing. He has 28 years of unbroken marketing and general management experience in industry, academia, consulting and training at local and international levels. This has been capped with helping to put together the Integrated Marketing Services (IMS), the largest most reputable network of marketing support service firms in Nigeria.

https://www.linkedin.com/in/gthorpe/

16/10/2021

Jane is Regional Head of Policy at ACCA responsible for facilitating stakeholder engagements towards the development of professional insights. Jane works with subject matter specialists to produce insights tailored to regional stakeholders. She presents the overarching perspective on the profession’s regional development and its role in enabling socio- economic growth. She further collaborates with members, country employers and regulatory authorities to build knowledge to influence policy direction. Her regional focus ranges from embedding international standards in reporting, practice, and sustainability, to facilitating collaboration toward establishing the role of the profession in key sector development.

Jane specializes in Organizational (Business) Development and Change Management, building businesses as a continuous process. She is experienced in Advertising, Marketing, Organizational Development and Human Resources.
As Organizational Development Manager at British American To***co (BAT), she was instrumental in spearheading a region-wide (Africa and Middle-East) Change Management programme that redefined a new model and structure/process integration of the business. Part of her responsibilities included workshop facilitation and training of employees on various change interventions. A series of change activities led to the creation of a new business vision for the area (BAT Nigeria, Benin, and Togo & Niger Republic). Jane’s experience in marketing includes Brand Management in British American To***co Nigeria & Tequila Nigeria Ltd. As Brand Manager (Value for Money and Super Premium Brands), she recorded achievements in product and packaging development, product line extensions and new brand launches. She is also schooled in consumer trade promotions and research.

As Channel Trade Development Manager, Jane was involved in FMCG trade network development and creating Service Level Agreements for high quality outlets. Jane first honed her marketing skills as Account Director at Tequila Nigeria Limited, a pioneer in Direct Marketing, Advertising & Events Management.
Jane has an MBA degree from Manchester Business School, Manchester UK, and a Professional Diploma from the Institute of Direct Marketing, Middlesex UK. She is also a certified Prince 2 Project Manager. She received a Bachelor of Arts degree from the University of Benin, Nigeria.

Jane Iwegbue- Ohadike
https://www.linkedin.com/in/janeohadike/

16/10/2021

Mr Ernest Oji, Chairman Southern Sun Hotels, Ikoyi

Ernest Oji is a Civil Engineering graduate from the University of Benin , Benin City Nigeria . He started his working career at the Central Bank of Nigeria Building and Engineering Services Department. He was also a Director of First Atlantic Bank Plc now FinBank Plc, one of the leading Commercial Banks in Nigeria. He is the current Managing Director of Ikoyi Hotels Limited Lagos. He is also a Director in several other companies.

16/10/2021

Mr Toks Modupe MD/CEO, TPT International (PR Practitioner)

Adetokunbo Modupe popularly known as Mr. Media is an unrepentant creative rebel.

He has over 14 years experience in the media, Public Relations and publishing. A graduate of Sociology, Toks, as he is fondly called by colleagues, has attended several courses in brand management, reputation management, persuasive presentation and team building.

A member of the Nigerian Institute of Public Relations (NIPR), Tokunbo served as the Secretary General of Public Relations Consultant Association of Nigeria (PRCAN) 2002 – 2004 a period that the professional body was repositioned to its present enviable status. Under his visionary leadership, TPT International has not only grown in size but added two subsidiaries namely, Brandfaces, Nigeria’s leading and most consistent marketing journal and Innovative Media Concept, one of the fastest growing media planning and buying agencies in Nigeria. As a PR person, he believes in unnatural acts in achieving the magic result.

TPT is known as one of the most creative PR companies in Nigeria and one of the biggest and most professional firms in West Africa. He likes partying and socializes well and has taste for sporty cars.

Adetokunbo Modupe - Toks Team Connect

16/10/2021

Anita Omoile, Principal, Deep Blue Energy Services

Anita was educated at the University of Benin and the University of Lagos and holds a Bsc and an MILR. She has close to 15 years of industry experience, working with indigenous owned services companies (Teape Limited) and multinational IOCs (Shell Petroleum Development Company) within the community development and business development group. She had over 10 years experience with Foster Wheeler, where she rose through the ranks to the position of Vice President of Sub-Saharan Africa and Director of Foster Wheeler Nigeria Limited before she left in April 2009 to set up Deep Blue Energy Services Limited (DBESL).

She joined Deep Blue Energy Services Limited (DBESL) in May 2009 as the Principal and CEO.

11/10/2021

Pius Okigbo (Jr) is the CEO of Infosoft Nigeria Limited. He has over 33 years experience in the field of Information Technology. He holds a Bachelor of Science in Computer Science from the Kent State University in Ohio, USA and has worked variously for many companies locally and abroad.

His experience covers the areas of Strategic Information Systems Planning (SISP), Systems selection, Systems development, Networking, Disaster Recovery, Business Process Re-engineering and Programming using various languages such as Informix, Access, ICBA, SQL-server, Visual Basic and ICON Author to mention a few. He specializes in constructing enterprise data warehouses with business intelligence, business process management with six sigma and software services on .NET platforms. Pius is a regular paper presenter especially in the areas of ‘Improving business performance using Six Sigma.

He has been involved in several World Bank projects; acting as consultant to Skoup and Co Ltd. He is a licensed MS Software training provider, Licensed NT Training provider as well as a licensed Groupware Computing solutions provider. Pius Okigbo and his firm Infosoft (Nig.) Ltd are the 2007 Ultimus Excellence award winners.

11/10/2021

Professor Anya Oko Anya was born on 3rd January 1937.He attended Hope Waddell Training Institution, Calabar, University College, Ibadan, University of Cambridge, England (St. John,s College) and Moleno Institute of Biology and Parasitology. He began his working career as a Science Master with Qua-Iboe Mission Secondary School, Etinan, Akwa Ibom State in 1957.He was appointed Research Officer, Federal Fisheries Research Service, Lagos, 1961-1962; Lecturer, Federal Science School, Lagos, 1961-1962; Research Officer, Federal Department of Agricultural Research, Ibadan, 1963-1967; Lecturer in Zoology, University of Nigeria, Nsukka, 1965-1967; Senior Lecturer, University of Science and Technology Project, Port Harcourt, 1967-1970; Senior Lecturer, University of Nigeria, Nsukka, 1970-1973; Professor of Zoology, University of Nigeria, Nsukka since 1973 and he was the former Chief Executive Officer, Nigeria Economic Summit Group Ltd.

Professor Anya has served in various capacities within the Nigerian University system which include: Member, Planning Committee, University of Science and Technology, Port Harcourt, 1966-1970; Chairman, Senate Committee on Postgraduate Studies, University of Nigeria, 1975-1979; Chairman, Federal Government of Nigeria Committee on Academic Freedom in the Nigerian University System, 1978-1979; Chairman, National Universities Commission, the New Universities of Technology, 1981; amongst others.

Professor Anya's distinctive contribution is in the field of parapsychology. His research for many years has relentlessly tackled the problems of parasitism and parasitoses in the tropical environment of Nigeria. Through personal and group researches, Professor Anya sought to establish vital benchmarks in parasite biology and control, parasite ecology and epidemiology and parasite physiology and biochemistry.

Aside his academic endeavours, Professor Anya has equally served within the Nigerian public and private sectors as Chairman, Niger Insurance Co.Ltd, Director, NAFFCO (Science Supplies) Limited, Chairman, Imo Broadcasting Corporation, Special Consultant, Federal Ministry of Science and Technology and later National Agency for Science and Engineering Infrastructure. Professor Anya has over 120 scholarly publications to his credit which include: Science, Development and the Future: The Nigerian Case; Science and the Crises in African Development; and Science Leadership and National Development amongst others.

Professor Anya belongs to several professional bodies which include: Fellow, Nigeria Academy of Science; Fellow, Institute of Biology (U.K.); Fellow, Linnaean Society of London; Fellow, Cambridge Philosophical Society; Fellow and Life Member, Nigerian Society of Parasitology; and Member, New York Academy of Science

04/10/2021

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The theme this year is THE POWER OF SERVICE, and trust me when I tell you that there is power in awesome service. Only a few entrepreneurs have come to understand that the real secret behind a successful enterprise is the relationship you have with your customer. What the customer thinks, feels and....

03/10/2021

"Customer service should not be a department. It should be the entire company."
- Tony Hsieh