National Customer Service Association
...Customer First
True partnership hinges on value alignment, and NCSA's collaboration with Ingenium Concepts Ltd. to deliver NCSA’s CCSP® training throughout Africa is no exception. Our alignment extends beyond shared values; it encompasses our joint mission to redefine service and service culture within organizations. Where NCSA emphasizes "putting the customer first," Ingenium aligns with their mantra, "Make the customer the core of all you do."
Our partnership to certify service professionals through the Ingenium Customer Service Training program has been exceptionally successful. This success stems from our mutual dedication to advancing our missions, refining our core values, and allowing them to shine through. NCSA, a name synonymous with excellence in customer service, is now prominently associated with Ingenium Concepts and Academy. The impact of this collaboration is tangible, as NSCA has become a household name among those fortunate enough to engage with Ingenium. This alliance isn't a one-time achievement; it signifies an ongoing commitment to elevate customer service standards. As the effects ripple out, NCSA is proud to expand its global reach, particularly with the esteemed African community through the Ingenium Customer Service Academy.
THE INGENIUM APPROACH:
Partnership Visibility: Ingenium collaborated with us to promote our partnership across Africa's four regions: North, South, East, and West. They launched a campaign highlighting the exceptional service we both provide to our individual and corporate customers. They also initiated an extensive digital campaign showcasing the customer-centric approach of our service professionals in Africa.
Quality of Training: The campaigns aimed to spotlight NCSA and Ingenium Academy as institutions uniquely distinguished by the quality of their training and certifications. These high standards align with our pursuit of service excellence as a cultural cornerstone within our business ecosystem and among our community. Alongside the remarkable work done with Ingenium in Africa, our partnership aims to make a substantial impact through dynamic, impactful, and motivational training programs.
TRAINING DYNAMICS:
Ingenium Academy has delivered the CCSP training with unparalleled excellence. Upon reviewing the partnership in late 2023, we asked what sets their students' learning dynamics apart. Several practical initiatives distinguish their approach:
It’s no surprise that Ingenium students average an impressive CCSP® exam grade of 85%.
Ingenium Academy's commitments are fueled by its core values: Integrity, Knowledge, Professionalism, and Customer Excellence.
The Facilitator: Jennifer Orode is a brilliant, self-motivated customer experience enthusiast, business coach, NCSA-certified trainer, driven by impact, and guided by her philosophy, GIVE (Growth, Impact, Value, Excellence). Her mission revolves around refining the service culture within business ecosystems through exceptional customer service, striving to help SMEs meet their economic responsibilities worldwide.
She designed a program to train 4 million Africans for free, beginning in the first quarter of 2023, covering West and Central Africa. Her mantra, "Businesses should be OF the customer and set up FOR the customer," underpins her mission.
Her personal values infuse every aspect of her businesses and interactions, consistently eliciting feedback praising her transformative impacts. Employers of her students ask, "What exactly did you say to my team?"
Her genuine commitment and intentional pursuit of service impact, economic change, and improved standards of living have earned her the title "queen of intentionality." She doesn't just train service providers to excel; she collaborates with institutions and high net worth individuals to make training affordable and secure internships for trained and certified service professionals.
The NCSA-Ingenium initiative has been featured in several online publications. These media mentions recognize the innovative approach and positive impact of the customer service project across Africa:
BusinessDay (requires subscription)
BellaNaija
The Guardian
Ingenium Concepts Customer Resources
What recent graduates of the Ingenium training program are saying...
"A BIG THANK YOU for an insightful, informative delivery of the training; your drive and passion was value adding. I appreciate all the support you gave us during the training. You all were amazing." — Ngozi Catherine
"Your team exemplified overall brand excellence, selflessness and what true customer service is really all about. Thank you for all the tireless help and assistance. I thought I knew so much about customer service, but I have come to see that 'there’s always, always so much more'...
"This training was not only to better me at my job, but has been a whole life teaching." — Moronke Delumo
"It’s really been an amazing and insightful journey." — Esther Chinwendum Ubanze
