The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff of the Commission to improve customer service delivery through prompt responses, clear communication, accountability and effective resolution of complaints.
Maida said every policy, decision and regulatory intervention by the Commission should ultimately improve the experience of stakeholders and support the development of Nigeria’s communications sector.
He made the call in Abuja while addressing staff during the Commission’s commemoration of the 2026 Customer Service Week on October 6, under the theme, “Going the Extra Mile.”
According to him, excellent customer service requires staff to listen carefully to stakeholders, respond promptly to inquiries, explain decisions clearly and follow through on commitments.
“Sometimes, it is as simple as helping someone understand the next step, providing an update before they have to ask, or taking responsibility for an issue until it reaches the right person and is addressed,” he said.
The NCC chief executive noted that expectations for efficient, transparent and responsive services had increased in an increasingly digital environment, stressing that technology alone could not guarantee quality service without sound judgment, empathy and professionalism.
He said every inquiry or complaint represented a stakeholder seeking an answer, a solution or assurance that their concerns were being taken seriously.
Maida commended NCC employees for their contributions across different areas of the Commission’s operations, including consumer complaints, engagement with licensees, regulatory processes, communications and internal support services.
He observed that although much of the work undertaken by staff often went unnoticed, its impact was felt across the Commission and among the stakeholders who depended on its services.
The EVC also emphasised the importance of internal customer service, noting that the quality of support employees provided to one another directly influenced the standard of service delivered to the public.
“When we share information promptly, respond to colleagues and work effectively across departments, we help the whole Commission perform better,” he said.
He further acknowledged the contributions of telecommunications consumers, industry partners and other stakeholders, describing their feedback as essential to identifying areas where the Commission was performing well and where improvements were required.
Maida urged staff to use the Customer Service Week to identify and address operational weaknesses, including delayed responses, cumbersome procedures and recurring complaints that required attention beyond their immediate resolution.
He said tackling the underlying causes of such problems was necessary to translate the Commission’s commitment to service excellence into measurable results.
The NCC boss charged employees to treat every stakeholder with courtesy and respect, uphold the highest standards of integrity and take ownership of their responsibilities, noting that such everyday practices were essential to building public trust and strengthening confidence in the Commission’s work.
He called on staff to sustain the spirit of “Going the Extra Mile” beyond the commemorative week and make it a consistent feature of their daily responsibilities.
Customer Service Week is an annual observance that recognises the contributions of customer service professionals and encourages organisations to strengthen relationships with customers and improve service delivery.