CustomerServiceWeek: EAH Conference Highlights the Critical Role of Customer Service in Nigeria’s Economic Development

The inaugural E Access Hub (EAH) Conference, held in celebration of the 2024 Customer Service Week, has underscored the urgent need for a paradigm shift in the approach to customer service within Nigeria’s business landscape. With the theme “Growth Through Service Excellence,” experts gathered to discuss how the lack of accountability in business decisions is hindering the growth of the service sector, which contributed 58.42% to Nigeria’s GDP in Q2 2023.

Keynote speaker Sam Egube, Deputy Chief of Staff to the Lagos State Government, emphasized that the success of economies like Singapore can be attributed to their robust service sector. He urged Nigerian workers to recognize their vital role in fostering economic growth through exceptional customer service.

Dr. Isa Omagu, Divisional Head at the Bank of Industry, echoed this sentiment, stating that national development is stifled by inadequate service standards. He shared insights from his tenure at GTB, highlighting that customer satisfaction is integral to a thriving economy.

Hajiya Furera Jumare, Director General of the Jigawa Investment Promotion Agency, reinforced that service excellence is a continuous process requiring commitment from both public and private sectors. She noted that her agency operates with a private-sector mindset to attract investors effectively.

Dr. Emmanuel Ogbechie, Medical Director at QMed Diagnostic Center, pointed out that poor customer service is a systemic issue that needs urgent attention. The panel included industry leaders such as Segun Akintemi, CEO, Page International Financial Services limited; Mrs Ope Wemi-Jones, CXO, the Customer Focused Company; Mrs Lolade Ososami, partner Udo Udoma & Belo-Osagie; Ajibola Bamidele, CEO, Certification Edge; Dr Chukwuka Monye, Founder Ciuci Consulting; Mrs Yomi Odutola, CEO/Founder Afthonia Textiles Limited; among others.

They shared their perspectives on improving service delivery across various sectors.

Charity Babatunde, Managing Partner of EAH Limited and organizer of the conference, stated that the event aimed to address Nigeria’s limited exposure to global standards and subpar customer service culture. The conference provided actionable insights designed to tackle these pressing challenges and foster improvement across industries.

The EAH Conference serves as a catalyst for positive change, creating platforms for knowledge exchange and actionable outcomes that contribute to organizational and national development.

For Immediate Release

#CustomerServiceWeek: EAH Conference Advocates for Transformational Change in Customer Service Mindset

In an impactful gathering during the 2024 Customer Service Week, the E Access Hub (EAH) Conference has called for a transformative shift in how business leaders perceive customer service as a critical driver of economic growth. The conference theme “Growth Through Service Excellence” highlighted that the absence of consequences for poor business decisions is a significant barrier to advancing Nigeria’s service sector.

Experts at the conference revealed that while the service sector accounted for 58.42% of Nigeria’s GDP in Q2 2023, there remains a pressing need for attitudinal change among business leaders. Sam Egube, Deputy Chief of Staff for Lagos State, noted that countries like Singapore have thrived due to their focus on service excellence and urged Nigerian professionals to embrace their roles as brand ambassadors.

Dr. Isa Omagu from the Bank of Industry pointed out that national development is hindered by a lack of confidence in service providers. He shared personal anecdotes from his career emphasizing that customer satisfaction must be prioritized for economic viability.

Hajiya Furera Jumare of the Jigawa Investment Promotion Agency highlighted that achieving service excellence requires collective effort from both public and private sectors. She stressed her agency’s commitment to operating with a private-sector mentality to attract investment.

Dr. Emmanuel Ogbechie remarked on the deeper issues surrounding poor customer service across various sectors in Nigeria. The panel featured esteemed professionals such as Mr. Segun Akintemi and Mrs. Ope Wemi-Jones, who discussed strategies for enhancing customer experiences.

Charity Babatunde, Managing Partner at EAH Limited, explained that the conference was initiated to confront challenges such as inadequate regulatory support and limited exposure to global standards within Nigeria’s service sector. The insights shared aim to drive significant improvements across industries.

The EAH Conference stands as an essential platform for fostering dialogue on customer experience and promoting actionable strategies that can lead to meaningful economic growth in Nigeria.