Poor service in tourism must end

Environment minister Pohamba Shifeta has made it clear that poor customer service no longer has a place in Namibia and that to grow the tourism sector further this must urgently be addressed.

Shifeta who was speaking at his annual staff meeting said he has received complaints from visitors to Namibia about harassment and extortion of money at entry points to the country.

This type of behaviour by officials will no longer be accepted and training is to be provided in customer service to those manning the first point of entry to Namibia, said Shifeta.

According to him the tourism sector has the potential to contribute significantly to the growth of the economy and the upliftment of Namibians.

“Tourism has to become a priority. While other sectors are limping due to several contributing factors, tourism has become the rescue bag. However, our customer service needs serious attention.”

Shifeta said despite the steady increase in tourism arrivals, not enough is being done to attract more tourists to the country, in terms of marketing and customer service in the sector.

“Without proper customer service we cannot compete with other markets or make Namibia the preferred tourist destination, when our people are angry or unfriendly.”

According to Shifeta, the Tourism Competitive Advisory Council and the Inter-Ministerial Committee on Tourism Development must work to change this trend.

“The two bodies should work together and develop a training manual for customer service in the tourism sector, to realise the service delivery and customer service concept. It is my conviction that Namibians are a hospitable people and therefore I encourage that all citizens demonstrate this.”

He said that even security guards at entry points to Namibia need to be undergo training in customer service, adding they are of the opinion that they do not need to “smile” because they are not paid to do this.

He stressed that all officials need to be trained in customer service and understand the concept, before they are sent to man the country's entry points.

Shifeta said Namibia, at large, also has to focus on its customer service and service delivery.

He said waiters and petrol attendants and all those working in the service industry should have a friendly attitude towards any customer.

“Our tourists need that hospitality.”

He added that any crimes committed against tourists are a setback to the sector and has the potential to reverse past gains.

“We should work with all stakeholders to rather give our visitors a warm welcome.”

He said stakeholder involvement must also include tertiary institutions.

According to Shifeta, the training currently received in the hospitality and tourism industry may very well be the problem why service delivery is not up to scratch.

“Maybe our training is not that good. If you enter a restaurant you are being treated as if they are doing you a favour, but they do not understand that if it was not for the client they will not have a job.”

Shifeta added that the public service is undergoing a serious and exciting transformation and this called for an optimisation of service delivery, by using the resources that are available.

“In this regard there is a need to realign our resources in accordance with the needs of our system.”

He discouraged laxity, laziness and other related unproductive behaviour and urged staff to continue the culture of hard work.

Shifeta said the increase of disciplinary cases in the ministry has become a matter of grave concern and therefore urged staff to adhere to the set code of conducts, laws and policies, as well as the Public Service Act.

ELLANIE SMIT