The Mobitel Quarterly Corporate Newsletter March, 2013

GIANT LEAP: Scoring another first

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CONTENT

1. Editorial Team. 3

2. Editor’s Note 4

3. Company News 5

4. Cover Story: Giant leap; Scoring another first with LTE 7

5. The Ethical Employee by Glowreeyah Braimah 9

6. Val in Mobitel (Photo Splash) 11

7. Gadget Watch: How does the Nokia Lumia 920 compare to Apple's iPhone 5? 13

8. The Customer is not dependent on us by Paul Peters E. 16

9. The Books Page 18

10. Social Diary: Weddings, babies and Birthdays. 21

11. Back page. 23

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EDITORIAL TEAM

PUBLISHER & CHAIRMAN

Johnson Salako

EDITOR

Sylva Ifedigbo

CONTRIBUTORS

Gloria Braimah

Paul Peters-Ebhohimhen

Laura Osima

GRAPHICS DESIGNER

Rotimi Onalaru.

MobiDigest is an in-house publication of the Corporate Communications & Group Research Unit of Mobitel

Limited. All correspondences should be sent to corporatecommunication@mobitel.com.ng

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Editor’s Note

Terms like 4G and LTE have been tossed around with abandon these past few years. Every operator is either touting their LTE network, or promising to launch one soon. The question on the minds of many is; what really is all this noise about? A brief history will suffice.

As our needs for data consumption grew, there was an understanding that we would be reaching a tipping point for data at some point. Around the turn of the millennium, the International Telecommunications Union (or ITU, which governs things like radio frequency and spectrum) commissioned the 3GPP to study what could be done to improve existing networks.

A few options presented themselves. First was WiMAX, a next generation technology already in place. WiMAX was good, but it was a network built from the ground-up thus pretty expensive to build and maintain. The next option, which was born of the study, was LTE. An LTE network would simply be a redesign of what was currently in place, so the cost was relatively low. As both CDMA and GSM had reached a plateau of sorts regarding data speed transmission, LTE seemed like the clear winner. It was cheaper, used current technologies, and could be implemented rather quickly.

In 2004, the decision was made to go with LTE for the future of data transmission. After the normal bureaucratic red-tape associated with such ventures, the very first public LTE networks were available in Oslo and Stockholm December of 2009. The next Spring, the first commercially available phones would go on sale in the US — the Samsung Galaxy Indulge for Metro PCS and HTC Thunderbolt for Verizon.

In Nigeria, Mobitel Limited in 2010 made history as the first to launch real 4G broadband service in the country. We are set to once again make history by being the first to transit and rollout service on LTE starting with a pilot billed for March 2013. This issue of our corporate newsletter sheds some light on this giant stride and the possibilities of the future.

Like our company, we have also stepped up and have repackaged the newsletter to better represent our corporate identity and align more succinctly with the new direction of Management. This edition is packed with exciting, entertaining and informative content including company news, interesting articles, social diary and lots of pictures.

Happy reading!

Sylva Ifedigbo Editor.

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COMPANY NEWS Mobitel Appoints New Senior Management Staff

n its continued drive to reposition the business by attracting the best talent available,

Mobitel has announced the appointment of two new senior management staff to take

charge of two key aspects of its operations.

The new senior executives are Tolu Ojo and Stanley Dania who will function as Chief

Commercial Officer and Chief Finance Officer respectively.

Tolu is an experienced business manager with over 20 years of

working experience in Telecoms, FMCG, Pharmaceuticals and

Consulting. He has held various top management positions in

various leading companies including being Director of Sales for

Etisalat Nigeria, Head of Regional Commercial Operations for

Celtel Nigeria (now AirtelNigeria), Project Manager for MTN

Nigeria, Senior Consultant for Ernst & Young UK and Regional

Business Manager for Chiesi Pharmaceuticals, UK. Prior to his

engagement with Mobitel, he was MD/CEO of Tecgsm Nigeria a Telcom& ICT

firm. Tolu Holds a BSc from University of Ibadan Nigeria and MBA from Henley

Management College UK.

Stanley who joined in February 2013 has extensive experience in investment

banking and public entity financial reporting and governance. He has held

senior level or CFO positions in Lagos, Johannesburg and Calgary with several

companies including Superior Plus Corp, ARM Capital Partners, SAP and

Nigerian-German Chemicals. Stanley has an MBA from IESE Business School,

Barcelona and he is both a member of the Certified General Accountant’s

Association of Alberta, Canada and a Fellow of the Institute of Chartered Accountants of

Nigeria.

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Mobitel Unveils New Website

n Monday 7th January, 2013, Mobitel unveiled its brand new corporate website. The

website is borne out of the company’s desire to improve the presentation, appeal

and functionality of its web presence, better adopt social media engagement tools

and creating a uniform feel across all platforms with the view to better positioning itself to

provide quality service to its customers.

Speaking on the new site Mobitel’s Chief Executive Officer Johnson Salako stated that as the

pioneer provider of true broadband service in the country, Mobitel aims to maintaining the

leadership position in her segment by continuously adopting innovative solutions that enables

her meet her vision of being the best in user experience in all aspects of telecommunications

service delivery. "The new site coming live at the start of the New Year is very symbolical for us

as a company. It is a peep at what is to come from us this year. Users will find that their

experience on the site is seamless, a reflection of the kind of excellent service quality we are

known for" he said.

The website is built with many user friendly tools that enhance user experience allowing for

customer engagement, easy purchasing and payment as well as prompt customer care. The site

also offers recreational avenues as well as learning materials including latest developments in

the telecoms industry locally and internationally which will enrich customers and technology

enthusiasts alike. The website is available at www.mobitel.com.ng and is complimented with an

active facebook , twitter and YouTube presence.

Mobitel Celebrates Valentine with Style.

he 2013 Valentine Day will go down as a memorable one for all Mobitel staff as the Management treated staff to a surprise Valentine Day in-house party. The event which was put together by the Human Resources unit afforded staff the opportunity of sharing in the spirit of the season with food, drinks and general merriment. Staff members at all locations were part of the celebration and expressed happiness at the event and thanked Management

for their amazing show of love and commitment to staff welfare.

See page 11 &12 for pictures from the event at the HQ.

O

T

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COVER STORY

Laura Osima & Sylva Ifedigbo

he Nigerian data market is clearly

looking forward to LTE technology

and Mobitel, a leader in this

segment has positioned itself to

pioneer this innovation in this country. In

the light of this, Mobitel is planning to

introduce LTE technology in Lagos, Abuja

and PH in 2013 starting with a pilot launch

in Apapa, Lagos scheduled for March 2013.

LTE which stands for Long Term Evolution is

a standard for wireless communication of

high-speed data for mobile phones and data

terminals. It is a superior

broadband technology

that offers downloadable

speed of 100Mbps which

is 10 times faster when

compared to current 3G

and 4G WIMAX services

currently being used by

operators.

LTE creates a whole new

world of possibilities,

offering capabilities for

increased data, Voice, Digital content, IPTV

and other Value added and Integrated

Services. These will be available on a wide

range of LTE access devices such as LTE

smart phones, USB dongles, Mobile

Hotspots, Wireless router indoor units and

Tablets.

The network roll-out in Lagos will begin in

Apapa in the first week of March 2013

where the network will be piloted for about

eight weeks before the deployment begins

in the other parts of Lagos. Apapa will be a

test environment for the products and

services to be launched with LTE. This pilot

project will solidify Mobitel’s position as a

top provider of true, high-speed broadband

internet service in Nigeria and present her

as an innovative leader in

this segment dedicated to

making advanced

technology available to all

the citizens who aspire to

improve their lives and to

function in society at higher

and higher levels of

effectiveness for their own

personal benefit as well as for

the benefit of society at large.

Indeed, Mobitel will be “first-

to-market” with the 4G LTE

deployment in Nigeria.

Target Customers for the launch of the network

in Apapa will be Corporate Organisations, SMEs,

SOHOs, Residential homes or apartments and

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GIANT LEAP: SCORING ANOTHER FIRST WITH LTE

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high net-worth individuals who require

internet access from static locations. The

network will be launched with focus on

indoor devices, that will be ‘LTE only’

enabled, which means that those devices

will only be active in the LTE coverage areas

with such services as data, digital content

and IPTV being explored to be on offer.

The Marketing theme for the Apapa pilot is

User Experience. The benefits and quality of

the Mobitel LTE service are virtually

unimaginable until experienced; once

experienced, we expect customers to find it

absolutely indispensable for advancing their

lifestyle, business and general performance.

Hence, our strategy emphasizes the

creation of accessible experiential

opportunities around the coverage area

which supported by an aggressive PR and

Marketing communication will ensure

steady foot fall of our target customers

wishing to partake in the experiential

component. What we shall be

communicating is the benefits of the new

technology to the user in whatever their

activities are not the technological

capabilities. We hope to benefit immensely

from the expected word-of-mouth

testimonials and advertising.

The Pilot LTE launch in Apapa is a pointer to

Mobitels’ new direction and strategic focus

which perfectly fits into its mission if being

the best in customer experience in all areas

of telecommunications service delivery.

Underlining this focus is the three value

pillars or DNA of Mobitel which are Quality,

Care and Simplicity.We look forward to

exciting days ahead and the possibilities

that this giant leap presents us both as

individuals and as an organisation.

The LTE Advantage

Across board, LTE offers higher capacity than WiMax. For instance, Mobitel’s current WiMax

base-stations have a capacity of 33 Mbps. Migrating to LTE, which at a minimum offers 80

Mbps, is a strategic decision that increases the networks capacity by many folds. Furthermore,

given that co-location is one of the largest cost items in running a network, we can

immediately see the potential savings that would accrue to the company by investing in LTE

which will require a fewer number of base stations per unit area.

LTE base stations are less expensive than WiMax base stations, which results in additional

cost savings.

It is expected that in the future the prices of LTE-compatible devices will be on a down slope

as the large global operators migrate to LTE. Furthermore, the decline of global WiMax

demand is expected to seriously erode vendor support, further exacerbating the cost picture

and the service quality that operators could provide

Since LTE can be SIM Card-Based, both operators and consumers would gain greater

flexibility. Moreover, the availability of SIM cards benefits operators by bringing down

customer acquisition costs.

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By Gloria Braimah

Whether you’re just starting out in an

entry-level position or you’ve risen to the

pinnacle of the higher echelons of

Management, being an ethical employee

requires balancing a variety of ethical

obligations. These obligations include

obligations to your co-workers, the

company, clients, vendors, the general

public, your family and most importantly,

YOU!

In Emily Post’s 1927 edition of her ground-

breaking book Etiquette, she wrote (and I

paraphrase)-the way we behave ethically

matters in our day-to-day lives and that the

way we treat each other reflects on who we

really are, rather than who we appear to be.

Etiquette is not some rigid code of

manners. It is simply how persons’ lives

touch one another. Far from stifling your

personality in a straitjacket of do’s and

don’t’s, etiquette gives you the confidence

to handle a variety of situations with ease

and aplomb.

Some important etiquette for maintaining a

good relationship between you and your co-

workers include:

Giving Credit

In the business world, innovative ideas and

strategies is the winning ticket to

advancement. Taking credit for someone

else’s ideas and strategies-passively or

actively is a form of stealing. If you bring up

a new idea that originated from someone

else, quickly credit that person, whether or

not he or she is present. Similarly, if you

find out after the fact that someone has

mistakenly credited you with an idea, go to

the appropriate people immediately and

tell them who actually generated the idea.

Withholding Information

Holding back information from a colleague

either to hurt that employee’s performance

or to enhance your own is wrong. Do ask for

information directly, if such information

should rightfully be yours.

THE ETHICAL EMPLOYEE

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Accepting Blame

A serious mistake has been made and

someone must be held accountable. If the

error was yours; it is incumbent on you to

stand up at once and openly accept

responsibility. Allowing another person to

take the punishment for something that

wasn’t their fault-or even running that risk-

is flatly unethical. Similarly, if someone

blames you unfairly, you have every right to

demand that your colleague sets the record

straight.

Back-stabbing and undermining

Objectively outline the positive and

negative aspects of your colleague’s

performance, if your boss or fellow

employee invites your critique. Objectively

outline the positive and negative aspects,

while avoiding any overtly personal

criticism.

Respecting Privacy

Avoid being privy to your co-worker’s

personal correspondence, e-mails and

phone-calls. In other words, don’t snoop!

Keeping Confidences

You are ethically obligated to keep personal

and work-related information confidential.

However, if this information is clearly

injurious to anyone or the company, it is

incumbent on you to flag the issue with the

appropriate authority.

Abusive Behaviour

You may dis-agree with the way a person is

doing his job or dislike him/her for some

reason, but that is never an excuse to

berate or intimidate a co-worker. Abusive

behaviour is an infringement of basic

workplace rights.

Feel free to politely tell anyone who

behaves abusively towards you that their

behaviour is inappropriate. If this continues,

bring it to your immediate Supervisor’s

attention and further on to the Human

Resources Department.

Black and White or Shades of Grey?

In any ethical dilemma, always ask yourself,

’Who will be helped by a given potential

action, and how-and who will be hurt by it

and how?’’ Consider the positive and

negative consequences and weigh them

carefully.

True ethics means to hold yourself to the

highest level of behaviour because you

want to-not because you’re afraid of getting

caught and punished for flouting a specific

rule.

Abiding by the six (6) core values of

Equality, Truth, Honesty, Integrity, Co-

cooperativeness and Self-Regulation as

listed by The Better Business Bureau, will

guide you through even the thorniest

ethical dilemmas and make you a more

responsible, more employable person!

Gloria Braimah (aka ‘Glowreeyah’) is the Lead Manager, Legal/Regulatory Services with a

dual role in Human Resources.

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VAL 2013 IN MOBITEL PHOTO SPEAK

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13

GADGET WATCH

How does the Nokia Lumia 920 compare to Apple's iPhone 5?

Design

The Nokia Lumia 920 follows a similar design trend

seen on the company's previous Lumia phones like

the Lumia 900 and the Lumia 800. It's constructed

from a single piece polycarbonate which is coloured

all the way through in the manufacturing process, so

any scratches to the surface won't be too noticeable.

The colours on offer (particularly yellow, red, white

and grey) are certainly bold and refreshing among a

sea of boring, black or white slabs. However, the

Lumia 920 is 10.7mm thick and weighs 185g, so it's

far from the thinnest or lightest smartphone on the

market. It doesn't compare favourably in girth or

weight against the iPhone 5 or even the Samsung

Galaxy S III and the HTC One X. Users who long for a

thin and light phone are likely to be left a little

disappointed.

The Lumia 920's design is a far different picture to

the iPhone 5. Its feather light 112g weight is one of

the best features of the device and Apple certainly

deserves a huge amount of credit for managing to

make the phone significantly lighter than its

predecessor while increasing its overall footprint. At

just 7.6mm, the iPhone 5 is also one of the thinnest

smartphones on the market.

Display

If you're balancing size and weight with screen size,

then the Lumia 920 immediately begins to look more

appealing next to the iPhone 5. For starters it is

larger than the iPhone 5 (4.5in compared to 4in) and

it has a pixel density of 332ppi, slightly higher than

the iPhone 5's 326ppi. In fact, the Lumia 920 has one

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of the highest pixel density ratings on the market,

bettering most current flagship smartphones.

That pixel density rating comes from a resolution of

1280x768. Previous Lumia devices were hamstrung

by Microsoft's maximum allowed resolution of

800x480, so this is a significant upgrade if you're

coming from an older Windows Phone. A unique

feature is the fact that the Lumia 920's touchscreen

can be used even if you're wearing gloves.

Nokia cites the use of PureMotion HD+ technology

on the Lumia 920's screen, which it says will refresh

pixels faster than many other LCD panels. Nokia also

claims that the Lumia 920 has one of the brightest

displays of any smartphone on the market and says

it will automatically adjust the colour tone (and

brightness) depending on the amount of ambient

light. We'll have to wait until we get our hands on a

review unit to put those claims to the test, but it

certainly sounds positive.

The Lumia 920 certainly has its work cut out in

competing with the iPhone 5's display, which is one

of the best on the market. It's larger than previous

iPhone's at 4in, but it's the same width as the screen

on every other iPhone, only taller. Apple says the

decision to keep the phone at the same width

ensures that the span of a user's thumb can reach all

the way across the display when using the phone

single-handedly.

In a side-by-side comparison with the iPhone 4S, the

iPhone 5's screen is slightly brighter at the full

brightness setting. It also displays deeper blacks,

most notably when watching video content.

Software

The Nokia Lumia 920 will be one of the first

smartphones to ship with Microsoft's latest mobile

OS, Windows Phone 8. We'll learn more closer to its

release date, expected to be at the end of October.

What we already know is that there's a completely

new interface with support for small, medium and

large home screen tiles, more colour customisation

options, built-in Skype integration, a data use

monitor, and a revamped backup system that now

includes the ability to backup SMS messages.

The Windows Phone platform is a smooth, effective

and efficient OS. The interface is refreshing and

different to anything else on the market and

performance has been consistently smooth in most

devices that have been released so far. The fact that

the Lumia 920 will come with a dual-core processor

and 1GB of RAM should ensure that performance

will be competitive with the best smartphones on

the market.

The biggest issue for Windows Phone 8 will be third-

party apps. The platform lacks both the number and

the variety of apps when compared to both iOS and

Android. If Nokia is to be successful with the Lumia

920, it needs to attract developers to build apps for

the Windows Phone platform.

The iPhone 5 has no such problems, with third-party

apps one of its strongest advantages. Using the

iPhone 5 is a very similar experience to previous

iPhone's. Apple says its new iOS 6 software, which

comes standard on the iPhone 5, has added over 200

new features to the platform.

The most significant change is the abolishment of

Google's Maps application, which has been replaced

with Apple's own Maps app. This is a change for the

worse as the Maps app appears to be a half-baked,

unfinished solution that lacks both the detail and the

accuracy of the Google Maps app it replaced. The

Nokia Maps application, which will come standard

on the Lumia 920, is one area where the company

can claim to hold a big advantage over the iPhone 5.

It offers free, turn-by-turn navigation in 110

countries, compared to the iPhone 5's 56 and it also

works offline, unlike Apple Maps.

Camera

The Nokia Lumia 920 has a "PureView" camera but

this isn't the same 41-megapixel sensor seen on the

808 PureView smartphone. Instead, Nokia is now

marketing PureView as any feature or features that

enable the camera to capture quality images.

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The 8-megapixel camera on the Lumia 920 has a

"floating lens" which enables optical image

stabilisation. Nokia promises this will improve

photos in low-light and minimise out of focus photos

and shaky, unstable video recordings. We're very

keen to put this to the test, as Nokia says the feature

will capture blur-free videos even if the camera is

shaking.

The Lumia 920 will

certainly need all

that and more to

better the camera

on the iPhone 5,

which is one of the

best we've ever

used on a

smartphone. It

remains at 8-

megapixels, but

captures excellent

photos with great

detail and many of

the shots produced

are comparable to

some dedicated point-and-shoot digital cameras.

During testing, we found that the iPhone 5's camera

consistently produced more accurate colours than

the iPhone 4S. Macro performance is excellent, and

the lens is quick to focus on close range subjects —

an issue we found on the 4S. The biggest

improvement on the camera is the ability to take

better quality photos in low light conditions, though

these images are still noisier than most good point-

and-shoot cameras.

Internals

The Nokia Lumia 920 has relatively impressive

specifications. It's powered by a 1.5GHz dual-core

Snapdragon processor, has 1GB of RAM and comes

with 32GB of internal memory. There's no memory

card slot though, so users won't be able to physically

add to that 32GB of storage.

NFC connectivity is present and allows a range of

accessories to be paired with the phone simply by

tapping the two devices together. There's also 4G

connectivity, too — the Lumia 920 will be sold

through Telstra in Australia.

One interesting feature that the

iPhone 5 can't boast is built-in

wireless charging using the Qi

wireless power standard. Nokia

will sell a range of charging

accessories for the Lumia 920

including a wireless charging

plate, a charging pillow, a

charging stand and a wireless

charging speaker by JBL.

The Apple iPhone 5 is powered

by an updated A6 processor,

has 1GB of RAM and comes

with 16, 32 or 64GB of internal

memory depending on the

model you choose. Apple says

the A6 processor is two times faster than the A5 chip

used on the iPhone 4S and has two times faster

graphics. There's no NFC capability but the iPhone 5,

like the Lumia 920, is 4G compatible in Australia. The

iPhone 5 also uses a new SIM card standard called

Nano-SIM. It's a smaller SIM card than the Micro-SIM

Apple used on the iPhone 4 and the iPhone 4S.

The Apple iPhone 5 is available now through all

major Australian telcos. Nokia has confirmed that

the Lumia 920 will be sold through Australian carrier

Telstra. No pricing or specific availability has been

announced but the Lumia 920 is expected to go on

sale sometime in early November.

Culled from http://www.arnnet.com.au

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By Paul Peters-Ebhohimhen

Mobitel Customer Care strongly shares the belief expressed by

Helen Keller that:

“A customer is not an outsider to our business. He is a definite

part of it. A customer is not an interruption of our work. He is

the purpose of it. A customer is doing us a favor by letting us

serve him. We are not doing him any favor. A customer is not a

cold statistic; he is a flesh and blood human being with feelings

and emotions like our own. A customer is not someone to argue or match wits with. He deserves

courteous and attentive treatment. A customer is not dependent on us. We are dependent on

him. A customer brings us his wants. It is our job to handle them properly and profitably – both

to him and us. A customer makes it possible to pay our salary, whether we are a driver, plant or

an office employee. Alone we can do so little. Together we can do so much”

n achieving our aim to be the best in

customer service experience, serving the

customer must be a total commitment not

just for the front line or “customers care

service staff”, but for every employee of

Mobitel. From the gate attendant to the

janitor to the president/CEO. Everyone has a

customer to attend to. If it is not the

external customer, then it is the internal

customer.

1. Internal Customer

So who is an internal customer? A simple

definition of an internal customer is anyone

within an organization who at any time is

dependent on anyone else within the

organization. The internal customer may be

a situational customer. This person may not

always be the internal customer. They might

be depending on someone inside the

company at a specific time for a specific

reason, maybe once a week or even once a

year.

An example of an internal customer may be

someone in technical support who needs to

carry out a presales visit to a potential

customer and make a report to the

enterprise sales team before they can make

a proposal and close a deal that will bring

income to the company. The technical

support staff is an internal customer to the

administrative department who needs to

make a car and a driver available for the site

I

THE CUSTOMER IS NOT DEPENDENT ON US

17

survey visit, the technical support staff is

also an internal customer to accounting and

finance department who needs to approve

funding for that task. The enterprise sales

team is a customer to pricing and finance

department who needs to provide advice on

the appropriate profitable pricing structure

before they can quote.

A critical appraisal of this chain of

interdependent departments will show you

that the efforts of the enterprise sales team

to serve the potential customer that will

bring income to Mobitel will be futile,

delayed or become a disservice or bad media

label for Mobitel if anyone should fail to

serve their internal customers swiftly,

accurately, effectively or profitably. A

company where everybody treats their

internal customers with an understanding of

how their individual job role affects each

other’s job function and ultimately the

external customer and bottom line will earn

herself excellent service reputation.

2. External customer

The external customers are the individuals

and corporate institutions who use/intend to

use/pay for our products and services even

though they have other options.

External customer service is therefore "the

ability of an organization to constantly and

consistently give the customers what they

want and need," states author and editor

Remy Mauduit

There are however different types of

external customer service depending on the

customers’ experience in the course of being

served.

In this article External customer services are

grouped into 3 types: bad, good and

excellent.

a. Bad customer service - when a

customer's needs or desires are not

met; service to such customer is bad.

Two things happens in such situation:

It ruins the company's reputation and

loses that person's business.

According to Return on Behavior

Magazine, an online source, seven

out of 10 customers who switch to a

competitor do so because of poor

service.

b. Good customer service is the

interaction with a company

representative that results in the

customer receiving her desired

expectation of service. While this

type of service is regarded in a

positive light, it is the least

memorable.

c. Excellent customer service: this is

when customers receive the type of

service that makes them feel that not

only was their expectations met, but

that they were valued. This can be as

a combination of accuracy of

information they got, courtesy

received, honesty experienced,

accurate advice etc. Excellent

customer service produces customers

who become "walking

advertisements." A customer with

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this type of service will tell at least

eight other people about Mobitel.

Key Elements of Excellent Service

To achieve excellent customer service, the

following must be a part of every member of

Mobitel. The people who interact with any

member of Mobitel classify that member of

staff as Mobitel hence everyone needs the

following key elements

1. Product knowledge: Every staff needs

to make the efforts to know

Mobitel’s products and services. This

is a start point for excellent customer

experience.

2. Listening skills: make the efforts to

develop your listening skills. Don’t

just hear when you meet people who

are interested in Mobitel, listen

actively before you speak.

3. Courtesy: show good manner and

courtesy no matter the situation with

a customer. Without the customer’s

business, Mobitel cannot pay your

wages.

4. Preparation: try to always have an

updated copy of Mobitel brochure or

flyer, ensure your phone works, have

a pen or paper with you, have the

phone number of colleagues from

other departments, and know the

customer care contact number

013200323 & 0700MOBITEL. The

person speaking with you is speaking

to Mobitel. Impress them with the

level of excellence you display and

you will guarantee your next salary

and your kid’s school fees.

5. Empathy towards your customers: let

every encounter with your customers

whether internal or external give you

the opportunity to show that you are

a human being with flesh and blood.

Show you care, show honest concern,

show you truly want to help and do

honestly help.

Conclusion

Everyone in Mobitel has a customer called

the internal customer who makes it possible

for Mobitel as a company to deliver on her

service promise to her external customer

who pays our bills.

Don’t wait to be begged to do your job. Do

your job with enthusiasm and honesty to the

delight of all your customers be they internal

or external customers so they can tell more

people about their excellent experience in

Mobitel. The 5 key elements above apply to

all customer types.

You are not doing your customers any

favour, they are doing you favor by letting

you serve them to pay you. Make your

customers’ every second count.

Paul Peters E. is Customer Care Manager, Mobitel Limited.

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bookshop might be a headache, we thought to introduce this page where we will give briefs on

bestselling titles which you might wish to pick up.

The Accidental Public Servant

Author: Mal Nasir El-Rufai Publisher: Safari (February 3, 2013) Pages: 641 About the book: This is a story of Nigeria, told from the inside. After a successful career in the private sector, Nasir El-Rufai rose to the top ranks of Nigeria's political hierarchy, serving first as the privatization czar at the Bureau for Public Enterprises and then as Minister of the Federal Capital Territory of Abuja under former President Olusegun Obasanjo. In this tell-all memoir, El-Rufai reflects on a life in public service to Nigeria, the enormous challenges faced by the country, and what can be done while calling on a new generation of leaders to take the country back from the brink of destruction. The shocking revelations disclosed by El-Rufai about the formation of the current leadership and the actions of prominent statesmen make this memoir required reading for anyone seeking to understand the dynamics of power politics in Africa's most populous nation.

The Hunger Games (Trilogy)

Author: Suzanne Collins

Publisher: Scholastic Press (September

14, 2008)

Pages: 374

About the book: The Hunger Games is

a young adult novel written in the

voice of 16-year-old Katniss Everdeen,

who lives in the post-apocalyptic

nation of Panem, where the countries

of North America once existed. The

Capitol, a highly advanced metropolis,

exercises political control over the rest

of the nation. The Hunger Games are

an annual event in which one boy and

one girl aged 12–18 from each of the

twelve districts surrounding the Capitol

are selected by lottery to compete in a

televised battle to the death.

R

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On Black Sisters Street

Author: Chika Unigwe Publisher: Random House Publishing Group, (Apr 26, 2011) Pages: 272 pages About the book: On Black Sisters Street tells the haunting story of four very different women who have left their African homeland for the riches of Europe—and who are thrown together by bad luck and big dreams into a sisterhood that will change their lives. Each night, Sisi, Ama, Efe, and Joyce stand in the

windows of Antwerp’s red-light district, promising

to make men’s desires come true—if only for half

an hour. Pledged to the fierce Madam and a

mysterious pimp named Dele, the girls share an

apartment but little else—they keep their heads

down, knowing that one step out of line could cost

them a week’s wages. They open their bodies to

strangers but their hearts to no one, each focused

on earning enough to get herself free, to send

money home or save up for her own future.

Then, suddenly, a murder shatters the still surface

of their lives. Drawn together by tragedy and the

loss of one of their own, the women realize that

they must choose between their secrets and their

safety.

The book won the $100,000 worth NLNG Nigeria

Prize for Literature 2012.

Steve Jobs

Author: Walter Isaacson

Publisher: Simon & Schuster (U.S.) October

24, 2011

Pages: 656

About the book: Based on more than forty

interviews with Jobs conducted over two

years—as well as interviews with more

than a hundred family members, friends,

adversaries, competitors, and colleagues—

Walter Isaacson has written a riveting

story of the roller-coaster life and searingly

intense personality of a creative

entrepreneur whose passion for perfection

and ferocious drive revolutionized six

industries: personal computers, animated

movies, music, phones, tablet computing,

and digital publishing.

Jobs knew that the best way to create

value in the twenty-first century was to

connect creativity with technology. He

built a company where leaps of the

imagination were combined with

remarkable feats of engineering. Driven by

demons, Jobs could drive those around

him to fury and despair. But his personality

and products were interrelated, just as

Apple’s hardware and software tended to

be, as if part of an integrated system. His

tale is instructive and cautionary, filled

with lessons about innovation, character,

leadership, and values.

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SOCIAL DIARY

Weddings

Ikenna and Chioma Okoye

On 1st December, 2012

At Woodridge Hotel Ajao

Estate, Lagos.

Ikenna is of our Field Sales

Team

Adebowale and Abimbola

Banjo (Nee Badejoh)

On 8th December, 2012

At Grand Inn Hotel, Ijebu- Ode, Ogun State Debo is of our Corporate

Sales team

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Babies

Birthdays

Glowreeyah Braimah 28th February Salama Giwa Osagie 26th February

Baby Somnwulianachi Shawnell Chiemezuo

Samuel Akachukwu Ezih, a baby boy was

born to Ken Ezih of our Billings Systems Unit

on 29th January,2013.

Baby Adeposi Olagunju, a baby boy Born to

Adedokun Olagunju of our Dealer Sales Unit

on 6th January, 2013

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WISHING YOU A HAPPY EASTER CELEBRATION

Who we are

We are a foremost telecommunications firm in Nigeria focused on

the delivery of next generation 4G broadband technology through

the use of the 2.3GHz spectrum for enhanced user experience,

faster speed, better broadband quality, and cheaper pricing.

Mobitel is the pioneer provider of real wireless broadband service in

Nigeria with speeds starting at 1Mbps with capacity to deliver up to

100Mbps. Mobitel differentiates on consistency and reliability of

speed while also providing a unique array of innovative Value Added

Services (VAS) to customers.

Customer satisfaction is at the heart of what we do and his is driven

by three core drivers which we describe as the Mobitel DNA; Care,

Quality and Simplicity.

Our Vision

To be the best in customer experience in all aspects of

telecommunications service delivery- Africa’s most successful 4G

Network.

Our Mission

The innovative use of broadband to improve African socio-economic

life.