By Nkechi Eze
The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has called for stronger customer focus and service excellence across the Commission, urging staff to prioritise responsiveness, professionalism and empathy in their dealings with stakeholders.
Maida made the call in Abuja while commemorating the 2026 Customer Service Week, themed “Going the Extra Mile.”
He said customer service was central to the NCC’s mandate, noting that the Commission’s policies, decisions and regulatory interventions should ultimately improve the experience of Nigerians and support the development of the communications sector.
According to him, delivering excellent service requires more than simply responding to requests, as staff must listen carefully, provide timely responses, communicate decisions clearly and take ownership of issues until they are properly addressed.
“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,” Maida said.
The NCC boss noted that the growing digital environment had increased expectations for efficient, transparent and responsive services, stressing that technology and systems must be complemented by sound judgment, empathy and professionalism.
He said every inquiry or complaint represented a stakeholder seeking an answer, solution or assurance that their concern was being taken seriously.
Maida also stressed the importance of internal customer service, saying effective collaboration among departments and prompt responses to colleagues would ultimately improve the quality of services delivered to the public.
He commended NCC staff for their contributions to consumer complaint resolution, engagement with licensees, regulatory processes, communications and other internal services, noting that although much of the work was carried out quietly, its impact was felt across the Commission.
He further acknowledged consumers, industry partners and other stakeholders whose feedback, he said, provided valuable insight into areas where the Commission was performing well and those requiring improvement.
The EVC urged staff to use the Customer Service Week as an opportunity to identify and address delays, cumbersome processes and recurring complaints, stressing that resolving such challenges was essential to turning the Commission’s commitment to service excellence into tangible results.
He also charged employees to treat stakeholders with courtesy and respect, uphold integrity and take ownership of their responsibilities, saying such everyday actions would build trust in the NCC and strengthen confidence in its work.
