The Vice Chancellor of, the University of Lagos, Prof. Folasade Ogunsola, says understanding and meeting the needs of customers and going above their expectations are key to achieving goals more effectively and efficiently.
Ogunsola, represented by Prof. Obinna Chukwu, Deputy Vice-Chancellor (Management Services) of the institution, stated this at the close of events marking the 2023 International Customer Service Week, on Thursday in Lagos.
The event, with the theme ‘Customer Service Week; Team Service, 2023’, was organised by the Quality Assurance and Servicom Unit of the institution.
According to Ogunsola, going beyond expectations and creating lasting relationships built on trust and satisfaction will go a long way in delivering quality team service.
“We are gathered here to celebrate International Customer Service Week, an occasion that recognises the importance of exceptional customer service and the vital role it plays in the success of any organisation.
“It is also about understanding and meeting the needs of our customers, going above and beyond their expectations and creating lasting relationships built on trust and satisfaction.
Let me state here that customer service is not just a department within a company, it is a mindset that should permeate throughout every level and function of this learning citadel,” she stated.
The vice chancellor noted that the theme for this year’s event — Team Service — further highlighted the significance of collaboration and teamwork in delivering outstanding customer experiences.
She added that it also aligned with the vision and agenda of the university, to prepare it as a future-ready institution driven by team spirit, to deliver quality team service for an improved citadel of learning.
“The event for this year commenced with an awareness walk around the campus on Oct. 4, to sensitise the university community on the importance of quality service delivery.
“It was put together to inform the university community and other stakeholders that the customers deserve to be served right, as they are the reason for the existence of the institution.
“Therefore, as we celebrate the 2023 International Customer Service Week, let us reflect on the power of collaboration and recognize the contribution of each team member in delivering outstanding customer experiences.
“Let us commit ourselves to fostering a culture of teamwork, where every individual feels valued and empowered to make a difference
“Together, we can create a customer-centric organization that stands out from the competition and builds long-lasting relationships with our customers,” Ogunsola stated.
In his welcome address, Prof. Femi Saibu, Director, Quality Assurance and Servicom of the university said that customer satisfaction was one of the institutional goals and core values that was being pursued.
He said that the university considered the students as its major and most important customers.
“It is gratifying to note that milestones of the Servicom office since its establishment in the university include student complaints resolution, Servicom sensitisation through physical/radio jingle.
“It also assesses the conduct of lectures and examinations through the use of online instruments – google form, as well as the invigilation, prompt marking, submission of results and malpractice, among other functions,” he said.
Also speaking, the Director General of NIMASA, Dr. Bashir Jamoh, described this year‘s theme as apt, adding that it was critical in achieving excellence in any organization.
Jamoh, who was represented by Mrs Olamide Osunsanya, Director and Head of Internal Audit of the agency, also lauded the university for its efforts in ensuring that all its customers were satisfied at all times.
He described the university as a partner in progress while commending it for the efforts it had always made in advancing knowledge of marine services.
“The University of Lagos has always been a trailblazer and we are proud to be associated with it, over the years. We must commend them for a job well done
“It has been an enduring partnership and I would like to give kudos to the management of the institution.
“The agency is committed to the enthronement of global best practices. Whatever we do, the customer remains the king.
“That is why we are here to join you in celebrating this year’s International Customer Service Week. We will take the message back to the agency that UNILAG is on course, in enthroning global best practices
“We wish to thank you for all you are doing and assure you that we shall always be there for you whenever the need arises,” the NIMASA boss stated.
The high point of the event was the award of excellence to some of the staff of the institution in recognition of their outstanding services to the university.
Among those recognized were Profs. Grace Otinwa, immediate past Director of, the Quality Assurance and Servicom Unit of the university, Uchenna Udeani, immediate past Director, of Distance Learning Institute, DG of NIMASA, Prof. Yetunde Zaid, as well as the Faculty of Law.
