Ezekiel Akinyemi
The common Customer Service Week was once more celebrated Monday, October 5 to Friday, October 9, 2026 when company organisations throughout the globe acknowledge and have a good time their frontline staff who serve and help clients each day. Customer Service Week is a world annual occasion held through the first full week of October. The theme of the Customer Service Week for 2026 is “The Extra Mile” which speaks to the necessity for firms to transcend the decision of obligation to fulfill their clients. It additionally aligns with Globacom’s ongoing nationwide advocacy marketing campaign themed “Never Settle for Less” , a name on customers to prioritise their satisfaction, self actualisation, and break boundaries to their subsequent ranges.
In line with this common apply and tradition, Nigeria’s telecommunications large, Globacom, noticed the week with a sequence of actions involving the Customer Service groups nationwide not solely to have a good time them but additionally to organize them for extra environment friendly service to the purchasers. The firm despatched letters of appreciation to the purchasers letting them know they’re the explanation it goes the additional mile and thanked them for being a valued a part of its journey.
Of course, environment friendly customer support robotically renews, strengthens, and deepens the bonds and relationships between company organisations and their clients. Therefore, one of many main positive aspects of the Customer Service Week for customer-centric and environment friendly organisations is best synergy and and improved relationships.
For Globacom, the 2026 Customer Service Week is a particular one due to its coincidence with a symbolic regulatory recognition of its glorious report of customer support, in addition to its spectacular scorecard in client grievance administration and backbone which surpassed the regulatory thresholds in the month of August, of 2026. The recognition and accolade got here from the Nigerian Communications Commission (NCC) which praised the corporate for its adherence to regulatory compliance, dedication to customer support, and the event of the telecoms sector.
This recognition and commendation by the regulator isn’t an remoted incident as Nigeria’s really indigenous telecoms large has been recognised for service excellence in the previous. Right from when it made its debut, the corporate has remained constant and unwavering in its willpower to boost the bar in customer support.
The newest regulatory applause from the NCC isn’t solely an affirmation of Globacom’s dedication and excellent efficiency in client grievance administration and backbone but additionally an acknowledgement of a deliberate and deliberate strategy of constantly delivering superior service to its clients.
These are the precise phrases of the NCC: “We are pleased to note that your organization achieved and surpassed the Commission’s complaint resolution thresholds of 90% and 97% for Level 2 (L2) complaints. This accomplishment reflects your commitment to regulatory compliance, consumer satisfaction, and the continuous improvement of service delivery”. There is little question that the corporate has put in the works to ups ale each service supply, client grievance Management and backbone, in addition to providing subscribers a singular buyer expertise.
The NCC additionally acknowledged Globacom’s dedication to well timed grievance decision and adherence to established Service Level Agreements (SLAs) which it mentioned have contributed considerably to enhancing client confidence and selling a constructive buyer expertise throughout the telecommunications sector. As an organization constructed on course of, techniques, and high quality management, it isn’t shocking that every one its companions and stakeholders are effectively served and accorded the utmost consideration in each choice making.
The firm’s choice to face out in customer support is deliberate as may very well be gleaned from its funding in infrastructure, optic fibre growth, deployment of 4G community, and the top-of-the vary fashionable customer support administration know-how emplaced.
Globacom has prioritized service excellence, zero service failure, and an environment friendly and extremely optimized community. Its funding in submarine cable community has not solely widened community broadband however has additionally produced quick, clear, and environment friendly telecoms service
The deployment of AI Gloria, Glo’s AI powered voice and textual content assistant which responds to complaints, has considerably enabled seamless grievance administration and decision. The Glo AI assistant understands and responds to textual content and verbal queries and provides solutions in English, Yoruba, Igbo, Hausa, French, and Spanish. Besides, Glo Cafe 3.0’s wide selection of providers as a self service app additionally cut back the potential for service errors in a major approach. The revamped Glo Cafe 3.0 app is a giant step ahead for Glo’s self-service platform, giving subscribers extra management and a smoother expertise proper at fingertips. The revamped Glo Café App permits you to purchase airtime and knowledge, borrow credit score, Data gifting – sharing, managing subscriptions or to pay postpaid payments, as any of those could be carried out in simply three clicks. App customers can Pay by way of playing cards, transfers, USSD, and extra fee choices.More than an replace, the most recent Glo Café App is a pleasant digital house mixing connection, comfort, enjoyable, help, and worth.
Globacom’s report of service excellence dates again to its inception 23 years in the past, profitable and stacking up awards in succession. This is a testomony to the dedication and imaginative and prescient of the founder, Otunba Mike Adenuga Jr. Who set a template of innovation, service, worth and impression which the devoted and go-getting staff of the corporate are constructing on.
In May 2026, a Nigerian Communications Commission’s (NCC) report revealed that Globacom emerged because the nation’s fastest-growing Internet Service Provider (ISP) in the month of May, recording the best web addition of web subscribers among the many nation’s main cellular community operators.
The NCC knowledge revealed that Nigeria’s web subscriber base rose from roughly 154.3 million in April to about 157 million in May 2026, representing a web improve of two.67 million subscribers throughout the month. Out Of the two.67 million combination Industry progress, Globacom contributed practically half, increasing its web subscriber base by about 1.3 million subscribers.
The achievement additional reinforces the corporate’s renewed aggressive momentum inside Nigeria’s dynamic telecommunications panorama. Airtel Nigeria posted the second-highest progress, including roughly 1.07 million, whereas MTN Nigeria recorded a rise of 382,894 subscribers through the interval.
In order to ship clean and seamless voice and knowledge providers to its teeming subscribers nationwide, Globacom commenced a holistic and in depth Infrastructure improve, growth, enhancing and fibre optic growth years again.
The infrastructure modernisation challenge has resulted in world class providers, unmatched buyer expertise throughout the community, quick, environment friendly voice and knowledge providers.
The firm additionally invested in extra frequency spectrum thereby rising its community capability and vary in addition to providing optimum worth creation. The strategic funding in new spectrum and spectrum refarming additionally led to higher video streaming expertise, quicker video pace, and environment friendly dwell streaming expertise.
In furtherance of its goal of regularly reinventing the wheel for innovation and enterprise enchancment, the corporate has applied and nonetheless continues to implement the opening of hundreds of enhanced LTE (4G) new base stations to boost knowledge pace. These new base stations are supporting higher buyer expertise and enhance the standard of providers.
Significantly too, Glo Nigeria has intensified fibre to website and fibre to dwelling providers rollout in addition to updating its nationwide fibre spine. This is to offer again up for its knowledge in addition to broaden the info infrastructure and supply larger knowledge pace and higher buyer expertise. In this regard, the corporate is doing alot of fibre to website and fibre to dwelling unfold to attach extra websites and houses to have the ability to drive the bandwidth requirement of the superior LTE growth.
Because of the recurring concern of service disruptions attributable to street building works impacting its fibre infrastructure, Glo Nigeria has carried out a number of kilometres of fibre relocation nationwide to avert future service disruptions attributable to freeway building works. Moreover this fibre infrastructure reconstruction is an ongoing challenge in areas of street building works pan Nigeria
To make sure that service is fixed and uninterrupted, Glo Nigeria is fortifying its nationwide spine resiliency, making certain no service disruptions attributable to causes that can convey down its fibre community. In this regard, new fibre routes are being constructed in addition to the growth of the fibre spine infrastructure.
Telecom trade analysts challenge that with Glo Nigeria’s huge infrastructure growth and enhancement, the community will considerably improve its capability to deal with larger knowledge volumes, offering superior 4G LTE speeds, and enhanced protection, notably in high-volume city and underserved areas, and having the capability to offer a congestion-free expertise.
Akinyemi, a Fellow of Nigerian Institute of Public Relations, writes from Lagos
