The Executive Vice-Chairman and Chief Executive Officer (EVC/CEO) of the Nigerian Communications Commission (NCC), Dr. Aminu Maida, has admonished the staff of the commission to embrace professionalism, empathy, accountability and prompt responses in delivering quality services to consumers and industry stakeholders.
He gave the charge in his address during the 2026 Customer Service Week of NCC at its headquarters in Abuja.
The occasion was marked with the theme, “Going the Extra Mile.”
Maida addressing the staff members stated that the annual celebration “provided an opportunity to appreciate personnel responsible for excellent service delivery and reflect on ways to improve the commission’s engagement with stakeholders”.
According to him, “service delivery remains central to the NCC’s mandate, as every policy, decision and regulatory intervention should ultimately improve the experience of stakeholders and support the development of Nigeria’s communications sector”.
The EVC explained that “going the extra mile required staff to listen carefully, respond promptly, communicate decisions clearly and follow through on commitments”.
He noted that excellent customer service could “sometimes be demonstrated through simple actions, such as helping stakeholders understand the next steps in a process, providing timely updates and taking responsibility for resolving issues until they reached the appropriate personnel”.
Maida observed that expectations for efficient, transparent and responsive services had continued to rise in an increasingly digital environment.
While acknowledging the importance of technology and effective systems in meeting these expectations, he stressed that human judgment, empathy and professionalism remained essential to meaningful service delivery.
“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.
The EVC commended NCC personnel for their contributions across different areas of the commission’s operations, including consumer complaints, engagement with licensees, regulatory processes, communications and internal support services.
He emphasised the importance of internal service, explaining that the quality of support staff provided to one another directly influenced the quality of service delivered to the public.
He said timely information-sharing, prompt responses to colleagues and effective collaboration across departments would help improve the commission’s overall performance.
Maida also acknowledged the contributions of consumers, industry partners and other stakeholders, noting that their feedback remained essential to identifying areas of strength and those requiring improvement.
He urged staff to use the Customer Service Week celebration to identify and address specific service delivery challenges, including delayed responses, cumbersome processes and recurring complaints whose underlying causes required attention.
According to him, addressing such shortcomings would help translate the commission’s commitment to service excellence into measurable results.
Maida further charged personnel to treat every stakeholder with courtesy and respect, uphold the highest standards of integrity and take ownership of their responsibilities.
He said these everyday practices were essential to building trust in the commission and strengthening stakeholder confidence in its work.
