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Namibia customer service quality improvement sluggish

by Rosalia David

Industry players have said that although the quality of customer service in Namibia especially in sectors such as tourism and retail has made progress in the past 5 years, it is now growing at at snail pace.

This was revealed by Namibia Chamber of Commerce and Industry (NCCI) former Chief Executive Officer Tarah Shaanika who said that there is still much to be done to improve customer service in Namibia.

Speaking to The Villager, Shaanika pointed to concerns raised within the health, tourism and retail sector.

“I think if you compare our customer service from five years ago, we can really say that we have improved but it’s now moving slow. There is still much that needs to be done," he said.

Shaanika said good customer service attracts international investment and therefore should be taken seriously.

He further identified the financial sector as one of the industries that also need to improve their customer service as they deal with potential investors.

“Poor customer service will continue to hamper the potential growth of any industry if not prioritised,” he added.

Last year December, the Minister of Environment and Tourism Pohamba Shifeta was also quoted saying poor customer service remains one of the challenges hampering the potential growth of the tourism industry in Namibia.

Speaking at the Ministry's 2016 Tourist Statistics Report, he said “Namibia lacked good customer service practices in the service-sensitive hospitality industry.”

According to daily media, poor customer service within the tourism sector has also come to the attention of the President whereby he was quoted by another publication in 2017 saying, “Poor customer service in Namibia has the potential to scare away international investors. The service, especially in the tourism sector, is of particular concern considering that it is a competitive market and often at the mercy of tourists."