By our Correspondent
The Nigerian Communications Commission (NCC) on Wednesday commemorated the 2026 Customer Service Week in Abuja, with a renewed call for staff to improve service delivery, strengthen stakeholder engagement and enhance consumer satisfaction.
The celebration, themed “Going the Extra Mile,” provided an opportunity to appreciate staff contributions to service excellence and reflect on ways to improve service delivery across the Commission.
Speaking at the ceremony, the Executive Vice-Chairman of the NCC, Dr. Aminu Maida, said service delivery remained central to the Commission’s mandate, stressing that every policy, decision and regulatory intervention should ultimately improve consumer experience and support the development of Nigeria’s communications sector.
“Going the extra mile has a practical meaning in our daily work. It means listening carefully, responding promptly, explaining our decisions clearly, and following through on commitments,” Maida said.
He explained that excellent customer service could sometimes involve simple actions, such as helping people understand the next steps, providing timely updates and taking responsibility for issues until they were appropriately addressed.
According to him, in an increasingly digital environment, stakeholders expect services that are efficient, transparent and responsive.
“Technology and systems help us meet those expectations, but it is our judgment, empathy and professionalism that give those services their value,” he said.
The EVC noted that behind every inquiry or complaint was someone seeking an answer, a solution or reassurance that their concerns were being taken seriously.
He commended NCC staff for their contributions across various functions, including responding to consumer complaints, engaging with licensees, supporting regulatory processes, managing communications and providing internal services.
Although much of this work takes place behind the scenes, he said, its impact was felt throughout the Commission and by the stakeholders who depend on its services.
Maida also emphasised the importance of internal service, noting that the quality of service staff provide to one another directly affects the quality of service delivered to the public.
He explained that timely information-sharing, prompt responses to colleagues and effective collaboration across departments would help improve the Commission’s overall performance.
He further stressed the importance of feedback in identifying areas of strength and addressing weaknesses, urging staff to remain willing to listen, learn and act on stakeholders’ concerns.
As part of the commemoration, the EVC encouraged employees to identify and address specific areas requiring improvement, including delays in responding to inquiries, unnecessarily complicated processes and recurring complaints whose underlying causes needed attention.
He said addressing such challenges was essential to translating the Commission’s commitment to service excellence into tangible results.
Maida urged staff to continue treating every stakeholder with courtesy and respect, upholding the highest standards of integrity and taking ownership of their responsibilities.
He said these everyday actions would help build trust in the Commission and strengthen stakeholder confidence. (GSF)
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