By Olasunkanmi Onifade
The Managing Director, Nigerian Communications Satellite (NIGCOMSAT) Ltd, Mrs Jane Egerton-Idehen, has restated the agency’s commitment to driving connectivity and national development through quality service delivery.
Egerton-Idehen said this on Tuesday in Abuja during the 2026 Customer Service Week celebration organised by the agency.
She said customer feedback had made the organisation better, noting that three years ago, many Nigerians did not understand NIGCOMSAT mandates.
According to her, the agency has built a dedicated team to engage customers, understand their traffic, proactively address their pain points and improve service reliability.
“Today is a testament of how those things have changed.
“Customers across different segments now believe we can deliver quality and reliable service,” she said.
The managing director said NIGCOMSAT had gone beyond having a single satellite to putting in place multiple redundancies to ensure service continuity.
Egerton-Idehen said that the agency had invested in seven power redundancy checks and multiple connectivity failover points to ensure that if one system goes down, another comes up immediately.
She said NIGCOMSAT had also invested in training and new technologies to improve customer experience.
Egerton-Idehen said NIGCOMSAT was focused on deploying connectivity to underserved areas where private operators avoid due to low commercial viability.
She listed other interventions to include support for free-to-air Digital Switchover (DSO) with more 100 channels without subscription and deployment of broadband to Primary Healthcare Centres in partnership with the National Primary Healthcare Development Agency.
She said the organisation had connectivity arrangements for education, agriculture and support for Mobile Network Operators to extend rural coverage through satellite backhaul.
Head, Human Resources of NIGCOMSAT, Mr Wilfred Etineh urged staffers of the organisation to go the extra mile in delivering exceptional service to customers.
“Going the extra mile does not necessarily mean doing extraordinary things but doing normal things in an extraordinary way, such as picking customer calls kindly and responding on time,” he said.
Etineh said it also entailed taking responsibility, showing empathy and not passing the buck when customers have complaints.
“Exceptional service is not the exclusive function of the customer service department.
‘It is the responsibility of every staff. Whether directly involved in customer-facing roles or not, everyone is expected to make the customer experience unique,” he said.
Etineh said staffers should replace indifference with ownership and replace routine behaviour with responsibility, stressing that service failure should not be seen as an opportunity to shift blame but to demonstrate care.
One of the customers, Zakari Aliyu Managing Director, Kaduna State Media Corporation, said NIGCOMSAT had been reliable in its services delivery.
Another customer, Abduwaheed Odusile said NIGCOMSAT has been a reliable partner.
The News Agency of Nigeria (NAN) reports that Customer Service Week is marked globally to celebrate customers and recognise the role of staffers in service delivery. (NAN)
Edited by Uche Anunne
Comments