Catherine Oyuo

The last two weeks have been so impactful, personally and as a group.Capacity building, exposure, and all. One unique thing about the sessions we had was the level of engagement of the participants, which really showed in the response and some immediate impact that was seen in the participants.That is why I decided to share with you that irrespective of the subject matter,your training must not be boring and cause participants to sleep. To have a training session to keep both the eyes and minds of participants awake, especially when they are adults is not a joke, it must be planned for really. Training sessions don't have to be snoozefests. By incorporating a few key elements, you can turn them into interactive experiences that leave participants engaged and empowered. Here are some tips: * Know your audience: Tailor your content to their needs and interests. Don't forget they are the reason why you're a trainer. * Mix it up: Lectures can be valuable, but break them up with activities, discussions, brainstorming sessions and polls to keep things dynamic.This has proven to be very effective, speaking from experience. * Make it visual: Use images, infographics, and videos to illustrate your points.Not too many letters on your screen.Letters killeth you know 😄. * Encourage participation: Ask questions, solicit feedback, and create opportunities for hands-on learning.Adults learn through different methods, so explore. * End with a bang: Summarize key takeaways and leave participants with a clear call to action.There must be an action. Remember,I hear, I forget, I do,I remember 😄. #training #engagement #learninganddevelopment #professionaldevelopment #capacitydevelopment Video; How the board looks like before and after training sessions.It only speaks one word ENGAGEMENT!!!

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With over a decade immersed in the dynamic realms of Customer Experience (CX) and Quality Assurance (QA), I, Temitope Adekunle, have navigated a landscape defined by growth, innovation, and an unwavering pursuit of excellence. From the inception of my career, I plunged deep into the intricacies of CX and QA, dedicating time to dissecting data, crafting insightful reports, and leading impactful reviews. This foundational period laid the groundwork for my expertise in CX Measurement, Feedback Analysis, Stakeholder Management, and the rigorous standards of Quality Assurance, laying the foundation for the transformative journey that ensued. Throughout the years, I've evolved, continuously expanding my skill set to embrace the multifaceted dimensions of CX and QA. From mastering CX Metrics to pioneering innovative Feedback Analysis techniques, ensuring Quality Assurance at every touchpoint, and meticulously mapping out the Customer Journey, each endeavour has been driven by a singular mission: to craft seamless, unforgettable customer experiences underpinned by steadfast quality standards. Beyond CX and QA, I offer a myriad of collaborative opportunities, including Coaching, Consultation, Business development and Speaking Engagements. Whether you're seeking guidance in navigating the intricacies of CX and QA strategy or business development strategies, I'm poised to partner with you on your journey to success. By way of Introduction, I am Temitope Adekunle and I specialize in crafting Invigorated Customer Experiences by spearheading Innovative Customer Experience Strategies. My focus extends beyond standard CX approaches, deeply into revolutionizing User Patterns and Data-driven Decision-making. My ethos is centred on Emphatic Impactfulness, ensuring lasting impressions, and Sustainable Evolution, which anchor the fabric of every business transformation journey. Let's work together! #TemitopeAdekunle #CXBabe #CX #BusinessDevelopment #Strategies #Growth

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🚨🚨 OPPORTUNITY: REFLECTION FOR GROWTH 🚨🚨 Embrace the Call to Leadership: A Journey of Resilience and Transformation Leadership is not for the faint-hearted; it is a path paved with trials and triumphs, a journey that demands an unwavering commitment to growth and excellence. When you accept the mantle of leadership, you are choosing to stand in the arena where you will be seen, scrutinised, and challenged. Understand this: to lead is to be willing to face misunderstanding, criticism, opposition, accusations, and even rejection. As a leader, you must embrace the reality that being misunderstood is part of the journey. Innovators and visionaries are often ahead of their time, and their ideas can be challenging for others to grasp. Criticism is not a reflection of your worth but an indication that you are pushing boundaries. Opposition is a sign that you are making waves and creating significant impact. To be accused is to be tested. It is an invitation to uphold integrity and transparency, to demonstrate unwavering ethical standards. Rejection, though painful, is a powerful teacher. It strips away complacency and ignites a relentless pursuit of betterment. Leadership is about standing firm in the face of adversity, holding onto your vision with unshakeable conviction. It is about inspiring those around you, not just through your successes but through your resilience in the face of challenges. Each obstacle you encounter is not a setback but a stepping stone toward greatness. Reflect on this: Are you ready to be misunderstood, criticised, opposed, accused, and rejected? Are you prepared to transform these experiences into fuel for your growth and the growth of your organisation? The call to leadership is not just an opportunity; it is a profound responsibility. Embrace it with courage, for it is through these trials that the extraordinary potential of true leadership is realized. Step into the arena, face the challenges head-on, and let your journey of leadership be a beacon of inspiration and growth for all who follow. Marlene Snow MBA , Daniel Tame , Steven Brown , Edward Santoso , Kim White , Aaron McGuinness , Darren Chiu , Chiara Bittles , Martina Townend , Sue-Ann Charlton GAICD , Mel La Brooy MBA , Rob Odessa, Ade Fernandez, Charmaine Ramos , Sasha Peime , Ben Newman , Dennis Ton , Ivan Ho , John Greentree

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Unlocking Exceptional Customer Support: The Power of Product Knowledge & Etiquette As a seasoned Customer Support Specialist and Quality Assurance Officer, I've discovered the secret to delivering top-notch services: the dynamic duo of Product Knowledge and Customer Service Etiquette. Why Product Knowledge Matters 🤔 In any sector, having in-depth knowledge of your product is crucial. It empowers you to: - Confidently address customer queries - Understand customer challenges and provide tailored solutions - Manage emotions and de-escalate conflicts - Build trust and credibility The Impact of Customer Service Etiquette👩‍💼👨‍💼 Excellent etiquette is the backbone of customer support. It enables you to: - Communicate effectively and empathetically - Remain calm under pressure - Show customers you care and understand their concerns - Provide personalized experiences The Consequences of Lackluster Product Knowledge & Etiquette 🤕 Poor interactions with customers often stem from: - Insufficient product knowledge - Inadequate customer service skills The Result 📈 - Frustrated customers - Lost business - Damaged reputations The Solution💡 Invest in: - Ongoing product training and education - Customer service etiquette development - Quality assurance initiatives The Payoff 💳 - Enhanced customer satisfaction - Increased loyalty and retention - Positive word-of-mouth and online reviews - A competitive edge in your industry Don't underestimate the power of product knowledge and customer service etiquette. Elevate your customer support game and watch your business thrive! #CustomerSupport #ProductKnowledge #CustomerServiceEtiquette #QualityAssurance #CustomerSatisfaction #CustomerExperience #BusinessSuccess

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The theme "Above & Beyond" for Customer Service Week 2024 encapsulates the essence of exceptional customer service. It's a call to action for organizations to not only meet but exceed customer expectations. This involves a proactive approach to service delivery, where every interaction is an opportunity to make a lasting impression. By fostering a culture of excellence, companies can ensure that their teams are motivated and equipped to provide outstanding service. Moreover, innovation plays a crucial role in this endeavor, as it drives the development of new solutions that can streamline processes and create more meaningful customer experiences. Ultimately, it's the synergy of dedicated teamwork and a relentless pursuit of excellence that will set businesses apart in the competitive landscape of customer service.

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*Happy Customer Service Week – Above & Beyond* As we celebrate Customer Service Week, let's dive into a story that showcases the power of exceptional service. *A Chance Encounter, A Lifetime Impression* Emily, a relationship manager at a bank, bumped into Mr. Josh at a restaurant during her lunch break. Their conversation impressed Mr. Josh, who shared his urgent need for a foreign card for an upcoming trip. Seizing the opportunity, Emily assured him that she could deliver the personalized card within two days. Mr. Josh then opened an account and requested the card via the online banking app, with Emily's guidance. *A Team Effort - Going Above and Beyond* Customer Service Representative Moly promptly processed the request, noting the urgency. However, a sudden system glitch threatened to delay the process. IT Support Rep Ken swiftly resolved the issue, while Bill, the Card Operations Representative, proactively collaborated with the vendor, ensuring Mr. Josh received his foreign card within 24 hours. Overjoyed with the seamless service, Mr. Josh expressed his gratitude by transferring a substantial sum into his account, cementing a long-term relationship with the bank This demonstrates that: Customer Service is Everyone's Responsibility. It's not limited to the front office or sales reps. Every staff member plays a vital role in delivering exceptional customer experience. *Industry experts also agree to this* "Customer service should not be a department. It should be the entire company." – Tony Hsieh "Excellent customer service is the number one job in any company! It's the personality of the company and the reason customers come back. Without customers, there is no company!" – Connie Edler We'd love to hear about your own views on customer service or valuable lessons learned. Share your stories, tips, or strategies in the comments below! #CustomerServiceWeek #AboveandBeyond #TeamWork #Collaboration #ExceptionalCustomerExperience #TheIntrapreneursTrybe

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A remarkable journey from serving the nation to securing futures! I'm constantly motivated by the tales of people who take drastic professional turns, changing lives and leaving a lasting impression. Allow me to share with you today a remarkable journey that exemplifies the value of service and adaptability. Introducing General Peralta, a retired general from the military who moved into a new position with Sun Life as a Financial Advisor with ease. After years of service to our country in the military, General Peralta “Kuya Leo” now uses that same commitment to help people become financially secure and empowered. Imagine the change: from leading armies to providing stability and financial knowledge to families. It's evidence of Gen.Peralta's steadfast dedication to changing the world, wherever it may be. However, it doesn't end there. The experience of Gen. Peralta emphasizes the critical value of insurance, particularly in light of life's unpredictabilities. Each loss they have experienced has reinforced their belief in the importance of careful financial planning in protecting families. This story perfectly captures the essence of Sun Life's mission to not only offer financial services but also to create avenues for significant career changes and positive social impact. Let's pause to honor General Peralta's journey and consider the importance of service, adaptability, and the crucial role that financial planning plays in securing our futures. #FinancialEmpowerment #LifeInsurance #SunLife #InspiringJourneys #CareerTransformation Are you ready to step into a future filled with divine abundance and purpose? Join us on a journey guided by God's plan for your prosperity in the financial services industry! 🌟 Unlock the doors of opportunity and favor with the support of His guidance. Let His hand lead you to success and blessings beyond measure. 🙏 🤝 Become part of our Financial Advisor Family, where your mission is not just a job but a calling to help others achieve financial freedom and security. Click the link below to start your journey: Apply Now  bit.ly/FAApplicationForm  bit.ly/FAApplicationForm Embrace the journey with faith and trust, knowing that God's plan for you is one of prosperity and hope. Don't let fear hold you back—take the leap today and experience His best! 🚀

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Let me walk you through the epitome of our imperative session today with our proactive clients, focusing on how we can ensure sustainability in our daily operations. They have contemplated and pondered indisputably well. There are several aspects of right leadership and teamwork to improve and ensure sustainability in one way or another. Our guests were highly professional, with decades of experience, and were inclusive in this matter. They genuinely wanted us to offer effective opinions and perspectives to execute these initiatives. In today's rapidly changing world, sustainability isn't just a choice; it's a necessity for the longevity of our planet and our businesses. By integrating sustainable practices into our operations, we not only reduce our environmental footprint but also create long-term value for our stakeholders. Sustainability is not a destination but a journey, one that requires continuous innovation, collaboration, and commitment. Embracing sustainability isn't just about meeting regulatory requirements; it's about seizing opportunities for growth and resilience in the face of challenges. As leaders, it's our responsibility to inspire our teams, engage our stakeholders, and drive meaningful change towards a more sustainable future. #corporatelife #sustainability #business #office

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📍 The first milestone on your journey to leadership is discovering your passion and interests. A leader is one who knows the way, goes the way, and shows the way. Leaders are not born, they are made! Watch the space for milestone 2! 😊 #TemitopeAdekunle #CXBabe #CX #Leadership #Growth #Milestone #Journey #Reels #Explore #Mindset #LinkedIn #Leaders

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📍 CX 101: This was a conversation between a customer and an online vendor. What do you think could have been done better in this conversation by the vendor? 💭 Please share your thoughts. #TemitopeAdekunle #CXBabe #CX #CustomerExperience #CustomerService #CommunicationSkills #CX101 #NegotiationSkills #BusinessOwners #Customers #Vendors

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GROWING THROUGH MY ROLE - 2 One of the points I shared few days ago was about how I got tired of doing my job at a point in time because it became a routine and that affected my outputs. However, I am also thankful for the opportunity to have identified that burnout and find ways to readjust. Here are some other things that have helped me grow and become a better Service Representative: 🔶️ Understanding and Managing People: This is something we are all familiar with and have all accepted as part of our daily itinerary because we always have something to do with people order than ourselves. I also recognize how people remain a huge part of making progress and achieving results. So, for Frontline Officers, we must understand per time and be able to manage the different scale of people we interact with as individuals while serving our role, we should always be open and adjustable as within the confines of what is right per time. 🔶️ Taking Responsibility (with caution): Sometimes work calls for you to do more than you're familiar with, to fall into the shoes of leadership, ask questions about things you don't know; seeking help where necessary, doing your job properly. It is beyond the simple theme of doing tasks but also signifies doing things in a responsible way and answering to situations rightly. We must remain diligent and cautious in delivering our assignments. In the process of taking responsibility, we shouldn't do what is outside our purview and hierarchy to avoid complications. 🔶 Show Up As Your Authentic Self: Yes, I know, I understand that especially as young professionals, we need to get used to Organizational Culture as we are starting out, however let's not abandon our personalities, uniqueness and strengths because we want to fall in line with expectations. It is commonly said that to give the best outputs, we must be the best version of ourselves. So, as we stay on track for growth, willing to become better employees and professionals, we should also always look within and continually embrace our uniqueness because it'll help us give better results. "Change brings opportunity.” - Nido Qubein Wherever you are, at whatever level, always be open to change especially towards positive growth and transformation in career and in life. I have learned (still learning) how to be better, getting used to the reality that if we want better results, we can't keep following the same pattern. So here is to you if you are starting out, you can grow, you can learn, you can be better, just stay open and ready for the change you seek. Thank you for reading so far. To an amazing weekend, enjoy 😊. #30dayslinkedinchallengewithtomiwa #growth #careersstories #youngprofessionals

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Every new week is an opportunity to inspire, impact, and ignite change. Leadership is not just about titles—it’s about service, courage, and the unwavering belief in a better tomorrow. As we step into this week, let’s commit to standing tall in the face of challenges, speaking up for what matters, and moving with purpose. Together, we can make strides toward progress, one step at a time. Let this be your reminder: You are powerful, capable, and destined to create waves of change. Own your week!

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My name is Temitope Adekunle. One of my areas of expertise is training your team to have a culture of service excellence. Simply send a DM and let's get to work! 🤝 #TemitopeAdekunle #CXBabe #CX #CultureOfServiceExcellence #Mindset #LifeStyle #CXProfessional #NewWeek #NewMonth

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I was opportuned to be one of those selected in the zone to be part of this training. During the course of the training, we were trained on the importance of exceptional service delivery as this is the hallmark of what differentiates one bank from the other. The soul of service is to constantly delight customers. A great customer experience will lead to customer loyalty and retention. We were also trained on the importance of CDD(Customer Due Diligence) before establishing a relationship with a customer. This entails carrying out a detailed check on prospective customers. We were also trained on fraud detection and prevention and our roles as employees in detecting fraud. We looked extensively at the fraud triangle; these are the factors that facilitate fraud. They are: 1) Pressure: An immediate and pressing situation 2) Opportunity: Loopholes and ineffective controls in an organisation 3) Rationalisation: The ability of the fraudster to justify or excuse away his/her action to downplay his/her guilt. There is so much to share, but the write-up is becoming quite lengthy. Thanks to Access Bank Plc for this opportunity to keep learning and to becoming better. #customerexperience #empoweredemployee #growth

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I am a Customer Service expert, dedicated to ensuring that customers have a smooth and enjoyable experience when using the bank's products and services in order to increase customer loyalty, retention, satisfaction and business success. My goal is to have customers who are loyal to the brand and eventually become advocates of the organization where I work. If you are a customer service/success practitioner, and you have not aligned your job functions to suit the goal of the organization where you work, then you will soon discover that you are dispensable, and as such, your role may not be taken seriously. Some people have argued before now that customer service can be done by anybody, and that as a matter of fact, it does not contribute to the bottom. line of any organization. I definitely disagree with this line of thought but not just by words, but strictly by actions. Actions speaks more volumes than words. I am an indispensable asset to any organization I find myself. I bring value to the table 100% in quantifiable metrics by delivering excellent customer service. Don't just be a customer service officer by nomenclature, be one who helps the organization meets it's targets by helping to build brand loyalty, customer retention, customer satisfaction, and business success. Become an indispensable, impeccable service delivery ambassador today. I am rooting for you!

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I'd learnt about brand positioning and recalls, but during a customer visits, all marketing strategies got failed; Going with clarities: 1. The major focus should be on customer experience 2. Basic products and technology 3. Distribution density 4. Humble and productive staff ( Loyal for the vision) 5. Access to the bottom to the top In order to be the best king in your kingdom, DNA development should valued before marketing. #Basic roots of brand placement / positioning #organicgrowth #Basicroots

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When it comes to Customer....we are always in a dilemma how can we provide the best experience vs how can i keep them engaged.......Choose your solutions wisely...... #customerexperience #cx this infographic was created by mhcautomation......

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Banks faced tremendous cash withdrawal pressure on Wednesday when they opened only for four hours after days of closure due to curfew. With lack of money at ATM booths and days of internet shutdown, the demand for cash skyrocketed. 💡This implies the importantance of cash Reserve battaling emergency times and holding the trust of depositors. #bank #cash #liquidity #trust #depositors

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This post educates on effective techniques to engage with busy customers in a shop/ office setting: 1. Be clear: Clearly explain why the customer should invest their time with you. 2. Be brief: Keep interactions concise and straight to the point. 3. Acknowledge their busyness: Show understanding and respect for the customer's time constraints. 4. Practice active listening: Demonstrate attentiveness by allowing the customer to express themselves and acknowledging their words. 5. Summarize: Confirm understanding by summarizing the customer's points and seeking clarification if needed. 6. Discuss solutions: Once the issue is identified, engage in a conversation about possible resolutions. 7. Allow the customer space: Respect the customer's need to attend to other matters and follow up with the requested actions and feedback. Implementing these strategies can enhance customer interactions and satisfaction. #theviewofapractitioner

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