Business
Dealing With Poor Customer Service In Firms
Poor customer service is a killer for any business, regardless of the size, standing or stature. If you ask people to give an example of a time when they experienced bad customer service, they would probably tell of one immediately. But ask someone to give a positive example; this will be met with little hesitation before an example is given. This is one of the main reasons bad or poor customer service can kill a business or an organization.
Also, word of mouth referral is one of the most effective forms of promotion as it costs nothing but carries a huge amount of credibility because it is based on the customer’s personal experience. While many customers are aware of the value of excellent customer service, only few can accurately quantify its direct impact on their bottom line. Some businesses understand that turning the customer experience into an emotional engagement strengthens their brands, names, and results in more loyal and satisfied customers. However, some companies do not even bother about their customer’s feelings.
Customers are your friends, customers promote you, customers make you who you are and give product and service what it is called.
I remember a bad experience I had recently at the Muritala Muhammed Airport, Lagos (local departure) when I was to leave Lagos for Port Harcourt. We were supposed to board the plane by 2pm; we rushed down to the airport, checked in as early as 12.30pm expecting to board at 2pm but all we noticed was that we were seated for more than four hours, still expecting an announcement; but the most disappointing part was that we were all seated without anyone informing us that our flight might be delayed nor was there any apology from the airline management. This got me upset and I went directly to the airline’s customer’s desk to ask why or what was going on. The reply I got from the person incharge of the customer service desk was “Please can you go back to your sit and let me rest. Oh! You are surprise, right? That wasn’t even enough, I tried to explain things to her and guide her through the ways in relating with a customer, but her second response was a bucket full of insults on me that even got some people around talking back with annoyance at her. She said; “Please this is none of my business can you please sit back till you see the plane arriving, did I beg you to purchase the ticket? So please keep your dirty mouth shut and do not teach me how to handle my business”. I almost fainted after all sort of insult from her to me, such a bad attitude, towards a customer need to be addressed. And here, I give some tips: Good Ways An Employee Can Relate with customers.
Smiling: Smiling is always one of the best ways in relating with your customers so as to draw them closer to your business. First impression lasts long. Our first look to a customer always matters. When you frown at a customer, he or she can be driven away or never even come back to you again, so I advise, you should always put on a smiling face even when you are moody, never let or show to your customer how moody or sad you are. Do not mix up your personal feelings with business, leave aside your aggression or annoyance behind, at home, do not let it go with you to work so that you will be able to relate well and good with your customer. Like I always tell people that a table of smile can cure 20 patients together at the same time, meaning your smile can draw customers closer to you and your organisation. So why not always wear a smile when relating with a customer?
Do not nag: people who nag, drive people far away from them. Never nag your customers when they come to you over a problem or solution rendering, solve customer’s problems one after the other even though some customers can be annoying sometimes too but never let that bother you. Relax, listen and respond back with a good manner and attitude in order to suit their needs or find solutions to their problems.
Apology: Customers are always right according to a popular saying because you invited them to purchase your product or service and they are the outsiders, they see beyond what you see from within. So when they come for problem solving, always apologise, keep apologising, tell them “Oh! Please we are so sorry”, “please we would find better ways or good solutions to your problems” and so on. Let’s assume a consumer had a bad experience with your product, and they come back to you in annoyance to complain, never give back to them in annoyance, all you need to do is apologise, keep apologising until you are able to calm him or her down.
Access to information/much information: An employee on a customer’s desk should be able to have lots of information about their products or services. Never say to your consumers “please I have no info or idea about our products or services”. It is wrong!
Miss Lambo is an Intern with The Tide.
Anifat Akanbi Lambo
Business
Insecurity, Poor Power Supply Hamper Business Activities – Survey
Business in Nigeria remain under pressure as a result of insecurity and erratic power supply which continue to stifle productivity in the country.
This is even as new data from the Central Bank of Nigeria (CBN) indicate sustained improvements in economic activity.
This was the response of businesses in the CBN’s October 2025 Business Expectations Survey (BES) and the Purchasing Managers’ Index (PMI) report.
While the PMI showed that economic activity expanded for the 11th consecutive month, the BES revealed that businesses are still grappling with crippling operational constraints that threaten to reverse recent macroeconomic gains.
According to the BES conducted between October 6 and 10, firms identified insecurity (71.8 points) as the most critical challenge affecting operations nationwide. This was closely followed by insufficient power supply (70.9 points), multiple taxation (70.2 points), high interest rates (68.4 points) and financial constraints (65.6 points). Analysts say these constraints underscore the depth of structural weaknesses confronting Nigeria’s private sector.
Despite these challenges, the survey reported a rise in business optimism. The Business Confidence Index increased to 38.5 points in October from 31.5 in September. Firms also projected confidence levels to reach 45.6 points in November, with expectations of further improvement over the next three to six months.
However, sector analysts warn that the optimism remains fragile due to the lack of significant improvements in the operating environment.
The BES further showed a modest rise in capacity utilisation from 60.4% in September to 62.0% in October, suggesting that businesses have yet to deploy their productive capacity amid ongoing disruptions fully.
In contrast to the structural constraints highlighted in the BES, the PMI report indicated strengthening economic momentum. The composite PMI rose to 55.4 points, reflecting expansion across major components such as output, new orders, employment, inventories, and supplier delivery times.
A sectoral breakdown showed that the agriculture sector recorded the most substantial improvement, with its PMI climbing to 57.5 points, marking 15 consecutive months of expansion. The services sector also expanded for the ninth straight month to 55.6 points, while the industry sector rose to 54.2 points, the highest in more than a year.
The CBN attributed the positive trends to improvements in the broader macroeconomic landscape, including declining inflation, which eased from 24.5% in January to 18.0% in September, and the year-to-date appreciation of the naira across both official and parallel markets.
The BES showed that the North-East posted the highest business confidence at 56.1 points, while the South-South recorded the lowest at 23.3 points, a trend linked to declining activity in oil-producing communities.
Business
FG Set To Launch Free National Financial Literacy Training For 100,000 Youths,
The Federal Government will on Tuesday, November 25, officially unveil a strategic programme for a free nationwide training of over 100,000 youth on financial literacy.
The Federal Ministry of Youth Development will launch the programme in collaboration with Investonaire Academy. Tagged, the “Financial Literacy, Investment, and Wealth Creation programme.”
The flagship initiative is designed to equip young Nigerians with essential financial skills, investment knowledge, and digital competencies for sustainable wealth creation.
A statement signed by the Director, Press and Public Relations, Federal Ministry of Youth Development, Omolara Esan, and made available to newsmen, confirmed that the launch of the programme, to be held in Abuja, would promote nationwide participation.
It added that the launch would bring together senior government officials, development partners, private sector leaders, and youth representatives to explore innovative approaches for improving financial capability and strengthening the economic prospects of young Nigerians.
Minister of Youth Development, Comrade Ayodele Olawande, would serve as the chief host, while the Minister of Women Affairs, Hajiya Imaan Sulaiman-Ibrahim, would grace the event as the Special Guest of Honour.
Also expected are representatives of key government institutions and private sector partners, including Dr Enefola Odiba, International Programme Director, Investonaire Academy, and Mr. Bashir Nurmohamed, Chief Executive Officer, Hantec Markets
The statement reads, “A major highlight of the event will be the unveiling of a free national financial literacy training programme targeting over 100,000 youths annually. The programme will be powered by a state-of-the-art Learning Management System (LMS) designed to enhance financial intelligence, investment capacity, and entrepreneurial readiness among Nigerian youth.
Lady Godknows Ogbulu
Business
‘Entrepreneurs, Not Foreign Aid Drive Nigeria’s Growth’
The chairman of the United Bank for Africa, Tony Elumelu, says Nigeria’s economic transformation will be driven by entrepreneurs, not government handouts or foreign assistance.
Elumelu, who spoke at the Grow Nigeria Conference 2.0 and themed ‘Empowering Nigeria’s Entrepreneurs: Building Institutions That Last’, in Lagos, Monday, said the nation’s future is already being shaped by business owners who refuse to settle for mediocrity.
Elumelu, who is also the founder of the Tony Elumelu Foundation, described Nigeria as an entrepreneurial nation but stressed the need to build institutions that can stand the test of time.
“Starting businesses is good. Sustaining them is critical, and that’s how we transform this economy,” he said.
He noted that many promising ideas fail because the systems and support structures necessary for growth are absent.
According to him, Nigeria’s renewal must come from the private sector, backed by strong governance frameworks and proper succession planning.
“Nigeria will not be built by government handouts or foreign aid. Government’s role is critical, but Nigeria will be built by entrepreneurs — by you, building businesses that create jobs, hope, and prosperity from the ground up,” he said.
Elumelu, however, emphasized that entrepreneurs cannot succeed in isolation.
“You need frameworks — clear governance, succession planning, and relentless focus on value. We need the right environment. We need a Nigeria where policies are predictable, infrastructure works, and financing is truly accessible,” he said.
He called for stronger alignment between public and private sector efforts, warning that progress would remain limited if institutions work independently rather than collaboratively.
Elumelu commended the Director-General of the Small and Medium Enterprises Development Agency of Nigeria (SMEDAN), Charles Odii, for ongoing reforms within the agency.
He further lauded President Bola Tinubu for appointing young Nigerians to lead key institutions and for prioritizing youth entrepreneurship.
“Let us cut the bureaucracy. Make finance and opportunity real, not theoretical. Let’s help Nigeria’s entrepreneurs move from surviving to winning.
“Every job we create fights insecurity. Every thriving business increases our tax base and accelerates prosperity for all,” Elumelu added.
-
Politics3 days ago
Makarfi Resigns As PDP BoT Secretary
-
Niger Delta2 days ago
FRSC Begins Free Vehicle Safety Checks In A’Ibom
-
News3 days ago
Libya Deports 80 Nigerian Migrants Over Illegal Stay
-
Business3 days agoInsecurity, Poor Power Supply Hamper Business Activities – Survey
-
Niger Delta3 days ago
Monarch Lauds Fubara Over Speedy Execution Of Projects In Rivers
-
Ict/Telecom3 days ago
Scientists Advocate Shared Responsibility To Boost Food Security
-
Business3 days ago
VivaJets CEO Urges Unified Aviation Reforms Across Africa
-
Niger Delta2 days ago
Sexual Harassment: Court Sentences UNICAL Prof To 5yrs Imprisonment
