By Celestine Okafor (Editor-in-chief)
The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has charged staff of the Commission to go the extra mile in delivering efficient, transparent and responsive services to Nigerians and other stakeholders in the telecommunications sector.
Maida gave the charge in Abuja on Tuesday, October 6, 2026, while commemorating the 2026 Customer Service Week at the NCC headquarters, with the theme, “Going the Extra Mile.”
He said customer service remained central to the mandate of the Commission, stressing that every policy, decision and regulatory intervention by the NCC should ultimately contribute to improving the experience of consumers and advancing Nigeria’s communications sector.
According to him, going the extra mile in public service involves more than simply responding to complaints or enquiries.
“It means listening carefully, responding promptly, explaining our decisions clearly, and following through on commitments,” he said.
Maida noted that sometimes excellent customer service could be demonstrated through seemingly simple actions, such as helping a stakeholder understand the next step in resolving an issue, providing an update before it is requested, or taking responsibility for a complaint until it gets to the appropriate person and is addressed.
He said the increasing digitisation of society had raised public expectations for services that were not only efficient but also transparent and responsive.
While acknowledging the importance of technology and modern systems in meeting those expectations, the NCC boss stressed that technology alone could not guarantee quality service.
He said “judgment, empathy and professionalism” remained essential to giving value to services delivered through digital platforms.
“Behind every inquiry or complaint is someone who needs an answer, a solution or the reassurance that their concern is being taken seriously,” Maida said.
The EVC commended NCC employees for their daily contributions to the Commission's work, noting that many of their activities were performed quietly but had significant effects on both the Commission and the stakeholders it serves.
He particularly highlighted the work of personnel handling consumer complaints, engaging telecommunications licensees, supporting regulatory processes, managing communications and providing internal services.
Maida also drew attention to the importance of internal customer service, saying that the quality of service employees provide to one another directly affects the quality of service eventually delivered to the public.
According to him, prompt sharing of information, effective communication among departments and responsiveness to colleagues would help the Commission operate more efficiently.
“The quality of service we provide to one another affects the quality of service we deliver to the public,” he said.
The NCC chief executive also acknowledged the role of telecommunications consumers, industry operators and other stakeholders in helping the Commission identify areas requiring improvement.
He said their feedback should not merely be received but should be used to improve the Commission's processes and services.
“We must remain willing to listen, learn and act on what that feedback tells us,” he said.
Maida urged members of staff to use the Customer Service Week as an opportunity to identify specific weaknesses in their daily operations and take practical steps towards correcting them.
He cited delayed responses, unnecessarily complicated procedures and recurring complaints as areas that deserved attention.
According to him, addressing such problems at their roots was essential to transforming the Commission's commitment to service excellence into tangible results for consumers and stakeholders.
He further charged staff to treat every stakeholder with courtesy and respect, while maintaining high standards of integrity and taking ownership of their responsibilities.
“These everyday actions build trust in the Commission and strengthen confidence in our work,” he said.
The NCC EVC expressed appreciation to the Commission's workforce for their dedication and commitment to serving Nigerians, urging them to sustain the spirit of “Going the Extra Mile” beyond the Customer Service Week and make it a permanent part of their professional culture.
He said excellent customer service should not be viewed as an annual campaign but as an everyday responsibility that must guide the relationship between the Commission, telecommunications consumers, operators and other stakeholders.
Maida concluded by wishing NCC staff and stakeholders a successful Customer Service Week, reiterating the Commission's commitment to improving service delivery across the telecommunications sector. NNL.
