By Gabriel Ameh
The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff to improve customer service by responding promptly to complaints, communicating clearly and taking responsibility for resolving issues.
Maida gave the charge during the 2026 Customer Service Week celebration at the commission’s headquarters in Abuja, themed “Going the Extra Mile.”
He said the annual event provided an opportunity to recognise staff contributions to service delivery and identify practical ways to improve the commission’s engagement with consumers, telecommunications operators and other stakeholders.
According to Maida, customer service remains central to the NCC’s regulatory responsibilities, adding that its policies and decisions should ultimately improve stakeholder experiences and support the growth of Nigeria’s telecommunications sector.
He explained that going the extra mile involved listening to concerns, providing timely updates, explaining procedures clearly and following through on commitments until issues were addressed.
The NCC chief noted that excellent service did not always require complex solutions, as simple actions such as explaining the next steps in a process or keeping a complainant informed could make a significant difference.
He also observed that expectations for transparent, efficient and responsive services were increasing in the digital age.
While acknowledging the role of technology and effective systems in improving service delivery, Maida stressed that empathy, professionalism and sound judgment remained essential.
“Behind every inquiry or complaint is someone who needs an answer, a solution or the reassurance that their concern is being taken seriously,” he said.
Maida commended NCC personnel working across consumer complaints, regulatory processes, engagement with telecommunications operators, communications and internal support services.
He noted that although much of their work took place behind the scenes, it played an important role in the commission’s performance and the quality of service received by stakeholders.
The EVC also highlighted the importance of internal customer service, stressing that cooperation among departments and timely support for colleagues could directly influence the commission’s ability to serve the public effectively.
He urged staff to improve information-sharing, respond promptly to internal requests and strengthen collaboration across departments.
Maida further acknowledged the contributions of consumers, industry partners and other stakeholders, describing their feedback as important to identifying service gaps and areas requiring improvement.
He challenged staff to use the Customer Service Week to address practical problems, including delayed responses, complicated procedures and recurring complaints that require attention to their underlying causes.
According to him, tackling these challenges would help turn the commission’s commitment to service excellence into measurable improvements.
He also urged personnel to treat every stakeholder with courtesy and respect, uphold integrity and take ownership of their responsibilities, noting that these practices were essential to building public trust and strengthening confidence in the commission.
Maida called on staff to sustain the spirit of “Going the Extra Mile” beyond the annual celebration, making professionalism, accountability and responsive service part of their everyday work.
Credit: Nigerian Communications Commission (NCC).
