CUSPA - Customer Service Practitioners Association

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?

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 ❤️

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 ?

"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/

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/

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.

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

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.

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.

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

IT IS FREE!
IT IS TONIGHT!
DO NOT MISS IT!

Register now.

Be a Story Maker registration page https://bit.ly/2YbNPs5

FREE TRAINING 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....

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

"Spend a lot of time talking to customers face-to-face. You’d be amazed how many companies don’t listen to their customers."
- Ross Perot

"People do not care how much you know until they know how much you care."
- Teddy Roosevelt

"Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans."
- Ken Blanchard

"Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers there is no company!"
- Connie Edler

Today is MAKE YOUR STAFF SMILE DAY......Are you a Managing director, a CEO or a Supervisor? Do something now, to make your junior colleagues smile.

Share a smile today... Smiles Go Miles...

It is said that, you cannot give what you do not have. As a matter of fact, it is what goes into you that would eventually come out of you. This simple ideology of life, plays out in all our dealings. The workplace not exempted. The way the staff of any company or business treat her customers, is a direct reflection of how they are being treated by the organization they work for.
Without belaboring this discussion, we Customer Service Practitioners Association (CUSPA) have focused on the banking sector as our target industry for our campaign “Smiles, Go Miles”. We are aware of the incessant bullying of bank workers by their superiors most especially during Monthly performs review meetings and we have over the past weeks embarked on a campaign .
It is on that same premise that we are yet again coming out with another campaign, which is simply saying “Treat your staff well, so they can in turn treat and Love your customers well”. Bearing in mind that “The customer is the money” and a happy customer means repeat business. This is key and is what our campaign is geared towards. “Happy Staff, Happy Customer”

It is very easy to be complacent towards certain issues. The reasons may be that we either do not care about the effects such issues may have on us or we are afraid of what might happen if we take a stand or we feel it does not concern us directly. So it doesn't matter.

But we forget one thing, that we live in a cycle called life. What does not affect you today, may knock at your door tomorrow.

We, Customer Service Practitioners Association (CUSPA) have been asking people nationwide to sign a petition, so as to enable us have a voice and ensure the eradication of bullying in Nigerian banks. However, It is sad that till now, for whatever reasons best know to all concerned, very few persons have signed up. We are not stopping this campaign and we will not give up or give in. We will keep up this campaign until we reach a thousand signatures and our voices are heard.

We are here for change and that change must be effected, no matter the cost.

Kindly click on this link and lend your voice to this movement geared towards stopping, once and for all, the act of bullying in Nigerian Banks.

One Nigeria... One Voice...

http://bit.ly/BULLYINGINTHEBANK

In Nigerian banks today,staff are being treated without respect.They are bullied by their superiors and insulted without recourse in front of others. This act must stop.

Please kindly click on this link http://bit.ly/BULLYINGINTHEBANK … lets come together and put a stop to this meanness....

Join us in the fight to putting a stop to the bullying of bank staff by their superiors. Please click this link https://lnkd.in/d9rpQmm and kindly lend your voice to this crucial matter. Their voices need to be heard and the time is now

Somewhere in a bank… even this week, someone is receiving extremely bad behaviour from especially their superiors!
LISTEN TO THIS ACCOUNT…
Since the last MPR meeting occurred 2 weeks ago, I haven’t been able to wash away the pictures so vividly that has stuck to my head. A full grown man got up to give his monthly report of his branch and before he even spoke, a superior shut him down. Calling him names and lashing him with verbal inhumane insults; reason? His branch didn’t perform well that month. They told him he wasn’t fit to be a father, that if he was a real man he would be able to perform at work. They wondered how his wife accepted him as a husband, because he was a failure and the only thing he knew how to do was eat and sleep.

This man stood there shaking and could barely utter a single word. Why would he anyway, when his sense of manliness, his very core of being had been eroded. He lost every sense of manhood in him at that very moment and started stammering and shaking all through his briefing. Many of us could even swear we saw some trickles of urine flow down his pants.
I couldn’t just take this in and so I have decided to get the attention of the authorities (anybody!) to help resolve the inter-personal communication issues in the Nigerian banking space. Insults are the name of the game especially in meetings.

In view of this, we have created the hashtag on all social media platforms (Facebook, Twitter, Instagram) and we can all collectively use same to get attention on this. Not only that. We gone even further to create a petition (http://bit.ly/BULLYINGINTHEBANK), on which we kindly implore you to append your signature and lend your voice to this call. We want to reach at least 10,000 signatures before the end of this week. With that we are sure we can get the attention of the media, relevant professional bodies and regulatory authorities, thus ensuring that this trend in the banking industry is stopped and brought to an end.
We can do this; we can make the banking industry sincerely professional again. Look out for this hashtag across the social media platforms, lend your voice and re-broadcast same to everyone. God bless You…

The Banking industry has become a place where competence and dexterity has been relegated to the background and favouritism and undue influence embraced.

We have seen cases where bank staff are verbally insulted by their superiors during meetings, called for meetings at unholy hours, brutally assaulted, albeit psychologically, and this goes on and on. We are of the opinion that meetings can and must be conducted professionally where mutual respect is practiced by all parties.

Its time to make a difference.
It's time to put a stop to this.
It's time we lend our voices to be heard because nobody would do it for us.

The ball is in your hands!
Let us all append our signatures to the petition below and make our voices count....
http://bit.ly/BULLYINGINTHEBANK

Can we have your attention?
Help is here...
Please click on the link below. It is time to be heard...
http://bit.ly/BULLYINGINTHEBANK

CUSPA - Customer Service Practitioners Association's cover photo

Somewhere in a bank… even this week, someone is receiving extremely bad behaviour from especially their superiors!

LISTEN TO THIS ACCOUNT…
Since the last MPR meeting occurred a week and half ago, I have decided to get the attention of the authorities (anybody!) to help resolve the inter-personal communication issues in the Nigerian banking space. Insults are the name of the game especially in meetings. Insults (yes! verbal abuse!) during meetings in the Nigerian Banking Industry is now a norm.

Crazy, is it not?

In view of this, we have created the on all social media platforms (facebook, twitter, Instagram) and we can all collectively use same to get attention on this. The idea is to get everyone's attention including that of the media, relevant professional bodies and regulatory authorities, thus ensuring that this trend in the banking industry is stopped.

We can do this; we can make the banking industry sincerely professional again. Look out for this hashtag across the social media platforms, lend your voice and re-broadcast same to everyone.

Every organization is expected to provide an enabling environment for its staff, one that encourages staff creativity and ensures this is brought to bear in all work activities.
The banking sector however, has decided otherwise, as it has succeeded in creating an unfriendly work environment for its staff by corroding the self-esteem of its staff especially during Performance Review Meetings.
This is sad.
Bullying in Nigerian Banks MUST STOP...

Somewhere in a bank… even this week, someone is receiving extremely bad behaviour from especially their superiors!

LISTEN TO THIS ACCOUNT…
Since the last MPR meeting occurred a week and half ago, I have decided to get the attention of the authorities (anybody!) to help resolve the inter-personal communication issues in the Nigerian banking space. Insults are the name of the game especially in meetings. Insults (yes! verbal abuse!) during meetings in the Nigerian Banking Industry is now a norm.

Crazy, is it not?

In view of this, we have created the on all social media platforms (facebook, twitter, Instagram) and we can all collectively use same to get attention on this. The idea is to get everyone's attention including that of the media, relevant professional bodies and regulatory authorities, thus ensuring that this trend in the banking industry is stopped.

We can do this; we can make the banking industry sincerely professional again. Look out for this hashtag across the social media platforms, lend your voice and re-broadcast same to everyone