NCC Boss, Maida, Tasks Staff On Excellent Customer Service, Urges Prompt Response To Complaints

The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff of the Commission to embrace professionalism, empathy, prompt responses and accountability in delivering excellent customer service to consumers and other stakeholders.

Maida gave the charge during the commemoration of the 2026 Customer Service Week at the NCC headquarters in Abuja, where he emphasised the importance of going beyond routine duties to ensure that stakeholders receive timely, transparent and effective services.

Speaking on the theme, “Going the Extra Mile,” the NCC chief executive said the annual celebration provided an opportunity to appreciate employees who contribute to service excellence and reflect on ways to improve service delivery across the Commission.

He noted that customer service remained central to the NCC’s mandate, stressing that every policy, decision and regulatory intervention should ultimately improve the experience of stakeholders and support the development of Nigeria’s communications sector.

According to him, going the extra mile requires staff to listen attentively, respond promptly to enquiries, communicate decisions clearly and take responsibility for issues until they are appropriately resolved.

He explained that excellent customer service could be demonstrated through simple but impactful actions, including providing timely updates, guiding stakeholders on the next steps and ensuring that concerns are directed to the appropriate personnel for resolution.

“In an increasingly digital environment, people 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,” Maida said.

He added that behind every enquiry or complaint was an individual seeking an answer, a solution or reassurance that their concerns were being taken seriously.

The NCC boss commended the Commission’s workforce for their daily contributions, acknowledging staff involved in handling consumer complaints, engaging with licensees, supporting regulatory processes, managing communications and providing internal services.

He observed that although much of the work was carried out behind the scenes, its impact was felt across the Commission and among the stakeholders who depended on its services.

Maida also highlighted the importance of internal customer service, noting that the quality of service employees rendered to one another directly influenced the Commission’s overall performance and its ability to serve the public effectively.

“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 consumers, industry partners and other stakeholders for their feedback, describing their contributions as important in identifying areas of strength and opportunities for improvement.

The NCC chief executive urged staff to use the Customer Service Week as an opportunity to identify and address recurring service delivery challenges, including delayed responses, cumbersome processes and complaints arising from underlying operational problems.

He stressed that addressing such issues was essential to translating the Commission’s commitment to service excellence into measurable results.

Maida called on employees to continue treating every stakeholder with courtesy and respect, uphold the highest standards of integrity and take ownership of their responsibilities.

According to him, these everyday practices would strengthen public trust in the Commission and build greater confidence in its regulatory activities.

He expressed appreciation to staff for their dedication and commitment, urging them to sustain the spirit of going the extra mile beyond the celebration and make it a consistent feature of their daily work.He wished staff and stakeholders a happy Customer Service Week 2026.