Volume 2 Issue 1
Happy New Year!
Centric Hub
A CUSTOM E R C E NTRI CI T Y L I M ITE D PUBL IC AT ION © 2 01 5
The New Year for many represents an opportunity for change, the chance to start again on a fresh slate, a chance to create new resolutions and to abide by them and even the opportunity to make right our past mistakes. For us at CCC our aim in this New Year is to re-commit ourselves to serving you better, to review our past efforts and come up with better ways of delivering our services and ensuring that those services are worth the energy and time we invest in them. It is with this fresh and vibrant attitude that we welcome you into the new year, may it be the start of many wonderful opportunities for us all. May this be a chance to reconnect with our true mission, going above the usual and breaking down boundaries. In this edition of Centri Hub, we‟ll be sharing interesting pieces from our staff on some of our projects. Kingsley Orji-Ogboih recants his experience during the Leadership and Team building session we conducted for MIMASA, there‟s an exciting article by Chioma Uchenna-Emezue on her experience with us so far at Customer Centricity Limited. There‟s also a piece by Carly Okyle on Leadership that makes for a very interesting read. As usual, your feedback is very important to us so keep them coming. On that note, from us all at Customer Centricity Limited, have a wonderful new year!
Inside this issue: 10 Awesome Tips For Being A Better Leader
2
NIMASA Training
6
I Love My Job
8
Memories from 2014
11
The Core
14
About Dramatic Impact
16
About CentriCulture
17
Special points of interest:
Learn more about Customer Centricity Limited’s CENTRICULTURE and DRAMATIC IMPACT
10 Awesome Tips for Being a Better Leader Let's be honest. Being a
“ Effective communication
fectively.
great leader, an effective,
is imperative, both in the
Effective communication is
office and in life. Great
inspiring, well-respected
leaders make sure they
leader for your company, is not easy.
are heard and understood, but they also know the importance of
The good news is that we
listening.”
have compiled this list of
imperative, both in the office and in life. Great leaders make sure they are heard and understood, but they also know the im-
awesome, actionable
treat everyone you interact
portance of listening.
leadership tips that will
with (both in-person and
Communication is a two-
have you running your
online) with courtesy. Set
way street, and making
business...like a true lead-
the tone and your employ-
the most of it will have
er. Some are relatively
ees will follow it.
your company zooming forward instead of pump-
basic but are important re-
ing the breaks.
haps you've never consid-
2. A little humility goes a long way.
ered before.
There’s a difference be-
Consider these tips when
tween a leader and a
4. Keep meetings productive.
upping your leadership
boss. While both are in
As the saying goes, time is
game:
charge, a leader shares
money. So, of course, you
the spotlight and is com-
should want to limit tan-
1. Lead by example.
fortable crediting others.
gents and other time wast-
Leaders need to show, not
While it might seem coun-
ers during meetings. If you
just tell. If you want your
terintuitive, being humble
trust your team to do their
employees to be punctual,
takes more confidence
job, there should be no
make sure you’re there on
than basking in glory. Your
need for micromanaging,
time -- or even earlier. If
employees will appreciate
and meetings can run
professionalism is a priori-
it, and your clients will,
swiftly.
ty, make sure you’re
too.
5. Know your limits.
minders. Others, well, per-
Even the kindest, most
dressed for success, and
3. Communicate efPage 2
caring leader has limits. C E N T R I C HU B
10 Awesome Tips for Being a Better Leader– Carly Okyle Set your boundaries and
tween people. To make
learn from the past are
stick to them. Knowing
these relationships last,
doomed to repeat it. Histo-
what you will not tolerate
you need to be emotional-
ry, recent and otherwise,
can save everyone in the
ly intelligent -- to be sensi-
is filled with examples of
office a lot of frustration,
tive to different points of
successful business mod-
and keeping boundaries
view and different back-
els and spectacular busi-
clear means there’s no
grounds. When using your
ness failures. Think about
confusion.
head to do what’s best for
what the people you ad-
your company, don’t forget
mire do well, and consider
to have a heart.
what went wrong for those
6. Find a mentor. No man is an island, as
who end their careers mired in scandal or dis-
where to turn to in order to
8. Watch out for (and avoid) common pitfalls of leadership.
get it.
Everyone makes mis-
10. Never stop improv-
Nobody can know every-
takes, but some of them
ing.
thing, so finding someone
are avoidable. Being
Great leaders -- indeed,
you trust for advice when
aware of common mis-
great people -- are con-
things get tough can make
takes, while not focusing
stantly learning and al-
all of the difference.
on them to the point that
ways trying to improve
they become self-fulfilling
themselves. There’s al-
7. Be emotionally aware.
prophecies, can be the
ways something that you
first step toward not re-
can work on or a new skill
While many people advise
peating them.
keeping emotions separate from matters of busi-
9. Learn from the past.
to master. Be sure to keep
ness, business is ultimate-
To once again quote an
ly about relationships be-
adage, those who don’t
they say. The best leaders out there know when they need help, and they know
VOLUME 2 ISSUE 1
grace. Lessons can be found everywhere.
your mind open to new ideas and possibilities.
-Carly Okyle is an editorial assistant at Entrepreneur.com. Page 3
NIMASA TRAINING- Showcasing Our Culture and Excellence The drive of most private organizations is to get a proposal that will transform into cash which keeps the organization in business. Working for pub- Participants at the NIMASA Effective Leadership and Team Building lic service or govern- Training ment parastatals is a dream most firms moment for the entire would want to realise, team. Despite the series while some organisations of meetings prior to this, decline the opportunity we ended up collecting the due to negative experiencproposal on a Wednesday es. afternoon, this began the NIMASA is one of the government parastatals responsible for the management of the Safety and Administrative wing of the Nigerian Port Authority. The growth of any organization is hinged on the leadership practices of the executives at different levels. NIMASA understanding this organisational requirement choose to invest in its mid -level employees. This is where Customer CentriCity Limited comes in; training the mid-level staff of NIMASA was a dream come true, the day we were called to receive the proposal for the job briefing was an exciting Page 6
process of us going to the Hatchery Lab (the creative arm of CCC) to craft the best ideas to give them. As usual, we brainstormed and came up with a series of game activities, a design of their corporate gifts, a course outline that took into consideration time management for the sessions. We drew up some personality assessment forms that helped determine and matched all their personality types. This was to help give them the best training on leadership based on the organisational needs and their individual personality types. The
training was a world class one that was designed to leave a continuous impression on the 24 team members. Knowing the strength of my Team and my senior colleague Uloma, who happens to be a fantastic orator, I knew without a “We drew up some personality assessment forms that helped determine and match all their personality types.�
doubt that the NIMASA Leadership Training was a done deal that will make the participants crave for more in the nearest future. The training was a 5 day session which was scheduled to begin on Monday and end on Friday, as planned, the training kicked off on a rainy Monday morning. The cool weather made the environment serene for learning and the class was very interactive with a high level of intelligent men and women, who made the session very NEWSLETTER TITLE
NIMASA TRAINING- Showcasing Our Culture and Excellence interesting. As usual, the guru herself Uloma Umeano who is proficient at dealing with different types of audiences made the opening speech, she welcomed everybody to the train- Participants at the NIMASA Effective Leadership and Team Building ing, introducing each Training member of the Cusformed were fresh and fun tomer Centricity Team. and enabled the team After the introduction, bond more and practice she gave a tip of the iceberg of what leadership in their newly acquired leadership skills. an organization is all about and why leaders The training experience must emerge in every orwas a wonderful one for us ganization. She equally at CCC as well as the NIassured them of the unMASA Team, they stated forgettable experience that our training standthey would get before the ards are just as good as end of the training. the international trainfood and they ended up ings which they had been collecting Mrs. Bimboâ€&#x;s privy to, which prompted cell phone number for their personal use. them to encourage us to bid for their next internaThe sessions were intertional training contract spersed with triviaâ€&#x;s which were aimed at coming up in Dubai in bringing a bit more fun to 2015. This was like music the entire experience, the to my ears and I certainly correct answers were relook forward to a Dubai warded with some goodies trip were we get the creating an experience chance to do what we are that hopefully was unforgettable. The team buildgood at with the exceping activities they perVOLUME 2 ISSUE 1
tional individuals at NIMASA!
Kingsley Orji-Ogboih Research Executive CCC
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I Love My Job– Chioma Uchenna Emezue I get to learn and do new things: I keep learning new things in the course of my job and 80% of the things I have learnt are not part of my job description. Last year, I created a movie trailer and an advert for our Custom-
“Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do.” Steve Jobs I LOVE MY JOB!!! I LOVE MY JOB!!! I LOVE MY JOB!!! Really I honestly LOVE my job. It is hard to find people who can honestly say they love their jobs. Many are in jobs they hate but, “Man most wack nau”, others are just managing till they get something better I mean, “Half bread is better than kulikuli”. I did not always love my job, when I started work at Customer CentriCity, I only wanted to pass time and move to “ Greener pastures”. Instead I fell in love not only with the company but my job. Are you wondering what must have changed? Well, here are my reasons:
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The view at Ilashe resort a Team Building venue
“I just realised that the sky isn’t my limit but only the beginning of greater
I get to visit exciting places: I always wanted to work in a place where I get to travel. I get to go to different parts of the country in the course of my job. Some of the sights are breath taking. I get to meet people: I enjoy meeting and getting to know people. In the course of my job, I have made new connections with people I would not have had the opportunity to meet if I was stuck behind a desk. I get to be creative: I am a very creative person and I have been able to expand my creativity thanks to Customer CentriCity. I just realised that the sky is not my limit but only the beginning of greater possibilities.
possibilities.”
er Service Training Videos. It was very exciting to produce because I have never done anything like that before. This year I am writing a business proposal which I would probably not be doing if I was working in some other company. I get to blow the minds of our clients: Customer Service is finding new ways to delight those you serve and working at Customer
Training Participants at Diamond Bank
NEWSLETTER TITLE
I Love My Job– Chioma Uchenna Emezue CentriCity Limited, I you need to experience it. have learnt to do just I have noticed a lot of that. At all times, every transformation in my life Training, Team building, since I started working Art Exhibition or Project we organise are never the same. There is always a little touch here and there we add to create an “OMG” experience for our clients. For instance, the unique jigsaw rocket created during our M&CC Team Building Exercise Jigsaw rocket at M&CC Team Building Session for First Bank with First Bank. The customers were not only with her. She taught me blown away but I was too never to say “NO” or “I because of the wonderful CAN‟T” when I am given response we got, it was a a task. I am to say ,“Yes I totally amazing experi- can” and then find a way ence. to tackle the problem. I I get an adrenalin rush: I put my best into my work enjoy the adrenalin rush I because I love my boss. get when I am preparing for any of our projects. You see the impossibilities becoming possible at the end of the event. I LOVE MY BOSS: I love my job and I love my boss, it is rare to hear someone say that. My boss Mrs Uloma Umeano is the best boss in the whole world. She is a very rare gem. She is my boss, my mentor, my older sister and friend. I can‟t describe working with her, VOLUME 2 ISSUE 1
I get to work with the best team: We might be few but we tackle giants. The creative ideas we come up with and achieve as a team is incredible. If you are having difficulty car-
Uloma Umeano CEO, CCC.
rying out a task, there is always someone to help you. GO TEAM CCC! I get to work in a friendly and homely environment: You still feel like you are home when you work at Customer CentriCity, it is like an extension of your family. It is a stress-free work environment, everyone looks out for each other. We have our disagreements once in a while like every family but we are quick to forgive. You will never hear that there was someone scheming against you or someone hating you and trying to make your life miserable and all the other hurtful things that go on in some companies. Shh, don‟t tell anyone… sometimes we dance or sing spontaneously depending on how the spirit moves. I get to have a voice: In meetings at work, everyone‟s voice matters and everyone‟s contribution is important. We don‟t talk over each other or put anyone down. Based on this, we usually tend to come up with mind blowing ideas and concept for our projects. Page 9
I Love My Job– Chioma Uchenna Emezue I can give you 90 more reasons why I love my job, but I don‟t want to brag. We spend the better part of our day in the office, it is our responsibility to make sure that we are happy, joyful and have fun as we work. Put everything you got into your job will you are waiting for the greener pasture but enjoy what you are doing. If you love your job like I do, please share with us!
~Babe Ruth
08034017914 08162199600
The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don't play together, the club won't be worth a dime.
Contact Customer Centricity Limited for Bespoke Team Building Sessions
Chioma Uchenna Emezue—Training & Admin Executive CCC
Laugh Out Loud! Reaching the end of a job interview, the Human Resources Officer asks a young engineer fresh out of the Massachusetts Institute of Technology, "And what starting salary are you looking for?" The engineer replies, "In the region of $125,000 a year, depending on the benefits package." The interviewer inquires, "Well, what would you say to a package of five weeks vacation, 14 paid holidays, full medical and dental, company matching retirement fund to 50% of salary, and a company car leased every two years, say, a red Corvette?" The engineer sits up straight and says, "Wow! Are you kidding?" The interviewer replies, "Yeah, but you started it." Page 10
NEWSLETTER TITLE
Memories from 2014
The Unveiling at the CCC Training Video Launch
The CCC Team at the CCC Customer Service Training Video Launch
Left-Right- Lampe Omoyele Africa Marketing Director-Family Nutrition at GlaxoSmithKline Consumer Healthcare PLC (GSK and Uloma Umeano at the CCC Customer Service Training
Left-Right– Uloma Umeano, CEO, CCC, Nduka Mba– Uzoukwu , Head Customer Service Management, Enterprise Bank and Chinedu Duru Chief Consultant, Hamilton Lloyd and Associates at the CCC Customer Service Training Video Launch
Cross section of guests at the CUSPA debate
From Left: Lanre Olushola Chief Catalyst, Impression Management Consulting (IMC); Eno Inyang ,Alumni Relations Manager, Lagos Business School; Anita Omoile, Principal and C.E.O, Deep Blue Energy Services Limited (DBESL); Chinedu Duru, Chief Consultant, Hamilton Lloyd and Associates, Lampe Omoyele. Africa Marketing Director-Family Nutrition at GlaxoSmithKline Consumer Healthcare PLC (GSK). Emeka Oparah Director, Corporate Communications & CSR at Airtel Nigeria Toyin Naiwo-Ojudun Director, Membership Development, Chartered Institute of Personnel Management of Nigeria. (CIPM), Members of the Panel at the Customer Experience Debate recently held in Lagos by Customer Service Practitioners Association( CUSPA)
CUSPA Exco, Sola Salako, Founder Consumer Advocacy Forum VOLUME 2 ISSUE 1
Isedua Obiodiaka CUSPA Project Manager
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Memories from 2014
Participants at First Bank Customer Service Excellence Training
Ushers at The Petals of Steel Art Exhibition at Transcorp Hilton, Abuja
Left-Right: Nkechi Abii the Artist and Arumah Oteh DG, SEC at the Petals of Steel Art Exhibition
Strategy Session with The Lagoon Hospital Team
The CCC Create Raving Fans II -a Corporate Social Responsibility initiative of CCC
First Bank M & CC Team during the Team Build Session VOLUME 2 ISSUE 1
Chinedu Duru, Managing Consultant, Hamilton Lloyd and Associates at the CCC Create Raving Fans II -a Corporate Social Responsibility initiative of CCC
Jigsaw Rocket prepared by CCC and assembled by the First Bank M&CC Team
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Memories from 2014
Asset Management Summit by codub
The CCC Team at fun team bonding exercise
CCC Facilitator Nneka Obuotor at a Diamond Bank Orientation Training
MTN Team Building Indoor Session
Blind Trust– First Bank Participants during an activity to build trust
Mr. Festus, winner of our CCC Facebook Trivia VOLUME 2 ISSUE 1
The MTN Team Building Session
The FBN Team Building session
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The Core with Uloma Umeano AMIRA– GRACE UNDER FIRE At 10.15 a.m. After she took the call, it was clear that something grave had occurred. Her eyes misted over with tears. Her glance at her colleague was brief, but it spoke volumes. Then she turned back and managed a watery smile at the customer she was serving, whispering a mixture of an apology and a permission request to slip away briefly before she grabbed her make-up bag and dashed to the powder room. At 10:30 a.m. “How are you today, Mrs. Smith?” Amira had a naturally loud voice which had a pleasant, sing-song effect to it. It almost created a rhythmic sequence to all that constituted the sound and atmosphere of the banking hall. One could tell when Amira was absent from her desk because there was a hollowness that filled the small space when she was not there. Today, it seemed even sweeter and louder as she related with each customer. “And how may we help you today?” she continued. This would usually lead to a series of varied requests ranging from account Page 14
enquiries to more serious transactions usually in different durations. “What I like most about her”, a customer once enthused, “is her focus on me when it gets to my turn. It is as though no one else exists and no one else matters. She focuses on me and me alone until she is certain that I am completely satisfied.”
“Amira, what are you going to do? I don’t believe how you were able to pull through the day like you did!!!” She had finally confided in her friend and colleague that her cousin had lost the battle with cancer at the dawn of that day. The call a few minutes after 10.00 that morning was from her mother, informing her of the sad occurrence.
LECTURE At 2.00 p.m. “How are you today, Mr Njama? How may we help you?” Back from lunch and with the usual grace, she goes about “One could tell when Amira was absent from her desk because there was a hollowness that filled the small space when she was not there.
each task, treating each customer and each request like his or hers was the most important in the world. “Oh definitely, Mr. Njama, it will only take a few minutes to complete the process. Will that be all you will be requiring from us today, Sir?” The smile never dropped. At 6.00 p.m.
Attitude is a choice! There is a chapter from a Customer Service book I read once that started with a simple question, “Who did you bring to work today?” That says it all, doesn‟t it? It shows that there are many sides to us, that these sides may not necessarily agree with one another and that it is up to us to choose which side of us leads in everyday and situation. Some may bring “Snarly Harry” or “Happy Dapo” and others might bring “Frowny Bolanle” or “Disturbed Nne-
ka” to work. It is important to remember that the workplace is not our bedrooms and we do not have the pleasure of “letting it all hang out!” (Like the kids would say today)
NEWSLETTER TITLE
The Core with Uloma Umeano Positivity is the word that must define and surround our work attitude. It is the kick-starter, the battery, the alternator, the engine and the overall performance of a service personnel. You first think positivity then you do positivity, not just that one time, but every time. In Customer Service, the word “NO” is a swear word! We tell our participants that they are not even allowed to think “NO”. It is important to remember that statistically, according to the US Chamber of Commerce, up to 68% of the customer attrition (when they leave) is in reaction to a bad experience from or attitude of a service provider! Solution-orientedness is one other way of ensuring that we have the right, positive attitude. It is a way of thinking that soon becomes a way of behaving. At the end of the day the consequence of practicing some of the things we are enumerating is a change in behaviour, or habit. The paradigm shift required is from that of a troubleshooter (the identification of diagnosis of "trouble" in the management flow) to a solutionVOLUME 2 ISSUE 1
oriented performer (always thinking “how can we fix this as soon as possible, and still delight the customer).
to use. And repeat what the customer says to ensure that you both understand the deliverables therefore.
In the story above, Amira made a choice after that phone call not to let her emotions overshadow her professionalism. With each customer she ensured that she went beyond what was expected. She engaged them with utmost care and patience, as always, being at her best with them. Sometimes the use of certain words help communicate this “willingness-to-assist” or “positivity”. Words like, Absolutely, Surely, Certainly, Fantastic and Definitely do help.
Uloma Umeano is the MD/ CEO of Customer Centricity Limited and the Chairperson of the Customer Service Practitioners Association. With large corporations like (not limited to) First Bank, MTN, Diamond Bank, Etisalat, NIMASA and ECOWAS in the large customer base that the Consulting and Training enterprise enjoys, they offer excellent, exemplary service. Her passionate sense of Customer Service has made her a thought -leader in the subject and she has many testimonials to support this. In her own words, “I see us as Organisational Shrinks. We get the client to lay down on our couch and tell us their problems and we listen, process, then develop bespoke solutions. Our solutions are usually people-oriented and communication-dependent. But it is never the same for any 2 customers!”
Finally there is another secret. It is called, exaggeration. That‟s right! In our local parlance it is that thing that you do and people will say, “You too do!” Our response to that, an we encourage you in saying, “Let them say!” When you are displaying the right and positive attitude when serving a customer, do it with panache. Speak in a loud tone when offering greeting. Make bold and excellent eye contact. Have a warm smile which you should have spent time practicing prior
Page 15
Learn more about our Dramatic Impact at CCC Dramatic Impact is about combining the skills, professionalism and insights of our highly trained facilitators with the flexible, creative possibilities presented by our solution-oriented approach to management. With Branded Service Theatre© our sessions provide relevant, transformative and entertaining resolutions to the challenges facing many organisations today. Our training style is interactive and fortified by practical learning. It combines multimedia, skills assessment, life-like case studies methodology that drives and embeds the desired behaviours around the training activities. The training content is Research-based (internal and external) and refreshed based on topical and industry development All our training work can be tailored as an in-house program to address specific issues within your company. Our trainings include: • • • • •
Customer Service Delivery Leadership Development Sales and Marketing Team Building Change Management.
CONTACT DETAILS Customer Centricity Limited Correspondence Corporate Head Office Address: 15 Biaduo Street Off Awolowo Road South West Ikoyi, Lagos. Nigeria. Telephone: +2341 2704974 +234 8035351523 Email: info@customercentricityltd.com ulomau@customercentricityltd.com adaa@customercentricityltd.com WEBSITE www.customercentricityltd.com
Check us out on www.facebook.com/ CustomerCentricityLtd
Customer CentriCity Limited represents an Integrated Marketing, and Human Performance Improvement Operation. We were first incorporated in March 2005 and launched into full operations in April 2006 convicted to bridge the gap in communications borne out of the separation of marketing concepts and the „people value‟ element. Our Client portfolio and projects spans across the corporate-private / public sectors including; Financial services, Manufacturing IT, Facility Management and Legal sectors. We dubbed, and advocate a 720o customer cover© business philosophy that reinforces the need to engage the customer, not just through the conventional external advertising methods but further engage them through internal employees -„the People‟-on the same continuum. In essence, we go round the customer twice!
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Learn more about our DataXtract Lab at CCC This Lab is all about data. It is the engine of our operations because it feeds into all the work we do in other departments. Our Training, Consultancy and Marketing Communications processes are usually jump-started by researched information. Our Service offerings include:
Mystery Shopping-The one sure way to guarantee that your service personnel are doing what they should is to invest in a Mystery Shopping program and let them know. It is not a witch hunt; it is simply an additional reminder that they need to keep them on their toes. Database Consulting List Rentals
Research and Survey -We are very profi- Database Management cient when it comes to our Research and Event Invitation Planning Surveys. We also have data-focused products that we offer our clients and a research team dedicated to carrying out surveys in whatever capacity; with a userfriendly format for laying out and presenting our findings. Our researches include Market Intelligence, Surveys, Competitive Benchmarking and Customer Satisfaction Surveys which can be carried out across Nigeria.