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Nigerian businesses seeking to improve customer satisfaction and retain loyal clients have been encouraged to prioritise courtesy, patience and professionalism, following a journalist’s account of his experience aboard an Emirates flight from Dubai to Lagos.
The experience, documented by journalist Justice Okamgba, highlighted how the attitude of frontline workers can influence customers’ perception of a company. According to the account, the conduct of the airline’s cabin crew demonstrated the importance of maintaining high service standards throughout a customer’s interaction with a business.
Okamgba travelled aboard Emirates flight EK 783 on October 8 after attending the second edition of Ai Everything Abu Dhabi, an international summit focused on artificial intelligence and its growing influence on business and the global economy.
He described the crew’s approach to passengers as consistently respectful, noting that their willingness to assist and communicate calmly stood out during the journey. He observed that genuine customer care goes beyond welcoming customers with smiles, stressing that employees must remain courteous even when faced with repeated requests or difficult situations.
A particular incident occurred shortly before the aircraft landed in Lagos when a passenger attempted to use the restroom despite instructions for passengers to remain seated in preparation for landing. Rather than responding harshly, a crew member reportedly communicated the safety requirement politely.
The incident illustrated how service providers can enforce rules without humiliating customers or creating unnecessary confrontations. For Nigerian companies, the experience highlights the need to combine discipline with empathy, particularly when dealing with complaints, misunderstandings and requests that cannot be immediately granted.
Impressed by the crew’s performance, Okamgba requested to meet the team leader to express his appreciation. The leader responded positively and provided the names of the crew members, including Olha from Ukraine, Rita and Afonso from Portugal, Evje from the United Kingdom, Salamat from the United States, Anu from Nigeria and Lokesh from India, who led the team.
The experience reinforces the importance of building a workplace culture in which customer satisfaction is treated as a shared responsibility rather than an obligation limited to specific employees. For Nigerian businesses operating in competitive markets, consistent service, respectful communication and effective staff training can help strengthen public confidence, encourage repeat patronage and improve long-term business performance.
