The Nigerian Railway Corporation (NRC) has reaffirmed its commitment to putting passengers at the centre of its operations as it joins organisations worldwide to mark the 2026 Customer Service Week from October 5 to 9.
The week, themed “The Extra Mile”, is being observed by the NRC for the first time in its 128-year history, providing an opportunity for the Corporation to appreciate its customers, recognise outstanding employees and strengthen its customer-focused service culture.
The initiative also reflects the commitment of the NRC Managing Director, Dr. Kayode Opeifa, to improving passenger experience and ensuring that customer needs remain central to the Corporation’s operations.
Making Every Passenger Interaction Count
According to the NRC, its experiences in recent times have further highlighted the need to deepen customer-centricity and establish more responsive channels for addressing passengers’ concerns.
Opeifa said customer feedback, trust and partnership remained critical to the Corporation’s efforts to improve its services.
“Customers are at the heart of everything we do. Their feedback, trust and partnership challenge us to keep improving and delivering value every day.
“Customer Service Week is an opportunity to recognise that relationship and remind ourselves that great service must go beyond expectations”, he said.
Beyond Expectations
The NRC said the theme, “The Extra Mile”, reflects the changing expectations of modern train passengers and the need for service providers to do more than simply meet basic requirements.
It explained that going the extra mile could involve listening more closely to customers, resolving complaints faster, providing clearer information, anticipating passengers’ needs, simplifying processes or demonstrating genuine empathy when it matters most.
“For the NRC, this commitment extends to all our operational areas across the country. We shall continue to focus on creating a consistent and responsive experience, regardless of where or how customers choose to engage with us”, the Corporation said.
The NRC said it would also continue to encourage passenger feedback and strengthen the link between customer insights and continuous service improvement.
Service Beyond Customer Service Week
The Corporation stressed that exceptional service should not be limited to an annual celebration, but should become an everyday practice across its operations.
It said every interaction with a passenger presents an opportunity to listen better, respond faster, demonstrate genuine care and create greater value.
“For the NRC, ‘The Extra Mile’ is more than a Customer Service Week theme; it is a commitment to making every customer interaction count.
“We shall continue to ensure that our passengers enjoy every moment of their journey on our trains”, the Corporation said.