FREE TRAINING!!!
The Ingenium Africa's Skill Development Initiative Project
THEME: HOW TO SERVE CUSTOMERS IN THE NEW ERA & NEW AGE
(The Psychology Of The New Customer)
YOU CAN BE EXCEPTIONAL SERIES
THE 5TH EDITION
September 2025
The 4 Million Customer Service Training (4MCST) For Africa Professionals
This is a project that is part of Ingenium's mission to raise exceptional service professionals who would drive the change in service culture
4 Million Customer Service Training
"4 Million Voices. 4 Million Skills. One Standard of Service Excellence."
The Overview
The Four Million Customer Service Training 4M CST Africa Project by Ingenium Concepts has been a transformative initiative over the past two years, making remarkable strides in its mission to equip individuals with essential customer service skills for success in an increasingly dynamic global landscape.
With a vision to train 4 million individuals, the initiative provides comprehensive content designed to bridge gaps among service professionals while enhancing the overall customer experience. The central theme, "Be That Exceptional Customer Service Representative," emphasizes the importance of exceeding customer expectations and fostering loyalty through exceptional service delivery.
With a mission to empower service professionals, the program delivered innovative customer service training, reaching participants across Africa and globally.
How To Serve Customers In The New Era & Age.
This year’s theme, “How to Serve Customers in This New Era and New Age: Advancements in Technology with Coverage Across Africa” could not be more timely.
We are living in a world powered by:
Artificial Intelligence (AI) that can predict what customers need before they even ask.
Chatbots and automation redefining the way we communicate.
Big data and analytics offering deep insights into customer behavior.
Social media where one tweet, one review, can make or break a brand overnight.
But here’s the truth:
Technology alone will not win customers’ hearts.
In this digital-first age, it’s the perfect blend of human empathy and technological efficiency that builds loyalty.
This is why our new standard is simple but powerful:
Earn the customer’s loyalty at the first interaction.
The New Era Demands a New Mindset
The service landscape has shifted. Dramatically. And for those still relying on outdated approaches—polite greetings, forced smiles, and scripted responses—the danger isn’t just irrelevance. It’s extinction.
We are now in what experts describe as the Experience Economy—where customers no longer buy just products or services. They buy experiences, trust, and connection. Technology has catalyzed this shift, and now customers hold more power than ever before.
Let’s confront the hard truth: The new customer doesn’t need you.
They have options, data, speed, and voice.
They can replace you with a click, cancel you with a review, and shame your business on social media in minutes.
The Statistics Are Alarming—and Revealing:
According to PwC, 32% of customers will stop doing business with a brand they love after just one bad experience.
Zendesk's CX Trends Report found that 76% of customers expect agents to know who they are, what they've purchased, and have insights into their previous interactions.
In Africa, internet penetration has grown to over 40% as of 2024, with mobile connections far exceeding global averages. The digital customer is not coming. They are here.
In this new age, the only way forward is to understand who your customer has become, and to evolve faster than their expectations.
Their expectations are no longer set by your industry. They’re shaped by Amazon, Apple, Netflix, and Uber.
If Amazon can deliver a product in 24 hours, your two-week delivery window seems like a joke.
If Netflix remembers what a customer likes, why don’t you?
What You Will Learn:
Empathy and Emotional Intelligence: Understanding customer emotions and responding with care and professionalism.
First Interaction Mastery: Learning how to earn a customer’s loyalty at the very first touchpoint.
Tech-Enabled Service: Leveraging tools like CRM systems, AI chatbots, and automation to streamline and personalize customer experiences.
Effective Communication: Crafting clear, compelling, and culturally sensitive messages across all platforms.
Conflict Resolution and Resilience: Turning challenges and complaints into opportunities for customer delight.
Sales and Relationship-Building Skills: Moving beyond transactions to build trust-based, long-term connections.
THE NEW CUSTOMER DYNAMIC
The Informed Customer
HubSpot found that 90% of customers expect an “immediate” response to customer support questions—defined as 10 minutes or less.
The Empowered Customer
On Twitter/X, a delayed or impolite customer support tweet can spiral into a PR nightmare within hours.
The Impatient Customer
Google reports that more than 53% of mobile users abandon sites that take more than three seconds to load
Your customer has changed. Have you?
Your customers have changed. Have you?
Recalibrate or Remain Irrelevant
The new customer isn’t rude, they’re evolved.
They’re not demanding, they’re conditioned by better service elsewhere.
They don’t hate your business, they just don’t have time to wait for it to catch up.
To serve customers in the new era, you must stop thinking like a traditional representative. You must become:
A tech-savvy, emotionally intelligent problem solver.
A brand ambassador who earns trust at every touchpoint.
A service champion who sees excellence not as an act—but a culture.
What You Will Learn:
Customer Service Representatives (CSRs)
Learn advanced problem-solving and communication skills tailored for digital-first interactions, ensuring service excellence across multiple channels.
Virtual Assistants
Equip themselves with global-standard service practices, remote communication strategies, and productivity tools to serve clients efficiently.
Sales Representatives
Gain insights on consultative selling, understanding customer pain points, and leveraging technology (CRM, AI insights) to close deals and build relationships.
Marketers
Understand the customer journey more holistically, ensuring every touchpoint aligns with the brand's promise of exceptional service.
Business Owners/Professionals
Learn to embed customer-centric culture within their organization, which is critical for brand growth, retention, and competitiveness. Develop a future-proof mindset that combines empathy, adaptability, and digital fluency.
2
Years Since First Edition
4
Editions Done Already
30+
Countries Across Africa
40,000+
Trained Professionals
Meet The Lead Facilitator
Jennifer Orode
Jennifer Orode is a renowned Business Growth Coach, Serial Entrepreneur, Author, and US Certified Customer Service Trainer with over two decades of expertise in fixed income trades, business development, and coaching. She holds an MBA from Coventry University, UK, and a Doctor of Science Honoris Causa (D.Sc.) from the European-American University (EAU). Jennifer is a member of the Forbes Business Council, the Chartered Management Institute (CMI), and a Fellow of the West Africa Association of Customer Service Professionals (WAACSP).
As the Face of the Nigerian Customer Service Index (NCSI), Jennifer champions improved customer experiences across sectors. She also leads the 4 Million Customer Service Training initiative, equipping Africans with essential skills, and has trained professionals across East and West Africa. Her contributions to the tech industry earned her the African Union’s Seal of The Jet Age Award in 2023.
Currently serving as Lead Director at NCSI and an exclusive trainer for NCSA USA in Africa, Jennifer balances her roles as a global CX advocate and serial entrepreneur. Her innovative approach to leveraging technology and commitment to fostering excellence continues to inspire professionals and businesses worldwide, leaving a legacy of growth, transformation, and impact.
TRAINING DYNAMIC
VIRTUAL
VENUE
INGENIUM PLATFORM
DATE
SEPTEMBER 2025
Raising Exceptional Service Professionals
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