Poor customer service leads to revenue loss: Shifeta

WINDHOEK, 08 JUL  – Poor customer service has a negative impact on the tourism industry and causes direct revenue loss for the country, Minister of Environment and Tourism, Pohamba Shifeta has said.
Speaking at the opening of Shikamasha Etosha Lodge in the Oshikoto Region on Friday, Shifeta said there has been an outcry when it comes to customer service delivery in Namibia.
He emphasised that service delivery adds value to the tourism industry as it serves as the image of the country beyond borders through tourists.
Shifeta cautioned that poor service delivery will result in fewer tourists visiting the country as customers mostly air their bad experiences on social media platforms and word of mouth, which will impact on the interest of tourists.
“In Namibia, we think it is okay to deliver services any way we want without the concept of good service delivery. That is the mediocrity we have come to accept,” he said.
The minister noted that there is a need to improve customer service not only in the tourism industry, but in all other sectors.
He advised that managers and business owners train employees to understand the importance of customer service in order to boost business and keep the Namibian commercial fraternity compatible in the global market.
“Our appearance, attitudes, approachability of the waitresses, officials and management will bring tourists back to Namibia and they will tell others about their good experience which will result in more tourists and more revenue for the country.”
Shifeta noted that the tourism industry has shown good growth since 2016, with accommodation recording nearly 60 per cent occupancy rates across the country throughout the year.

NAMPA