They say, charity begins at home. How do you provide customer care to your customers/clients at home - to your family? Do you know that having an unhappy client means this client will run away from your business, whether at at home -work place or at national level?
How do you treat clients coming to your work place? When someone complains of any issue as a result of your poor service, how do you respond to such a person? Do you politely attend to that person's query and tolerantly find solution to him or her. How long does that person wait for you to find a solution to his or her problem - do you have a one stop shop where your customers' problems are attended to or do you send this person left and right frusting him or her further?
Do you have knowledge of the products you are selling or managing and are you able to articulate the content of your product or do you rather refer such queries to your senior which risks the client to find a solution or an answer to the queries?
But above all, do we all understand that our bills are paid by our customers - or we do get money/revenue because of what we sell to our clients, service, goods and products? Are you an Ambassador of your family and family's name - trough the values and morals around customer service? Are you and Ambassador of your work place - and advance the employer's brand and image - by professionally attending to customer service? Are you the Ambassador of your country, do you have the Namibian-hood and National Pride? What can you do for your country instead of you asking what your country can do for you?
Namibians are known to be beautiful people, hospitable, friendly and ready to receive almost anyone, in the form of a tourist, investor and general visitors. But as some describe it today, the Namibian's customer service is reported to be "pathetic" and needs overhaulling.
The Namibia Customer Service dialogue kicked off at the Polytechnic of Namibia's Hotel School in the capital today with various stakeholders sharing ideas on how to make Customer Care a National value. The questions many had to was, what do we do to ensure that Namibians go back to the basics of customer care. An example was made that at times, a person enters the shop, and upon entry - one is met by shot attendants asking how they could assist. But as soon as the person who was assisted seemed to have realized that something was not good and needed help - it becomes difficult for the same attendants to once again come to him for a solution. Namibians were said to be good at wanting to get something and once they got it, that was it.
The issues of how we tourists in our country are being treated... mmmm, our country is beautiful and has friendly people but our customer service is .......................??
The dialogue has been initiatiated by the Polytechnic of Namibia - and is supported by various sponsors - although more are invited to come on board so that this problem can be tackled from various corners. The moderator of the dialogue was former MVA CEO - Mr. Jerry Muadinohamba - who said the customer service provided by the front people/employees of any company is reflection of the leadership of a particular business. Panelists included Namibia Tourism Board's Maggy Mbako, Hospitality's Gitta Paetzoldt and Communication Regulations Authority of Namibia (CRAN)'s CEO, Mr. Stanely Shanapinda. The Rector of Polytechnic Dr Tjama Tjivikua also spoke and the Deputy Minister of Trade and Industry Mr. Tjekero Tweya. And those who attended also participated in the dialogue. In November this year - some Namibians and their instituttions - Public, Private, Corporates, SME and other various categories stand a chance to be nominated for their efforts in furthering Customer Service in Namibia.
How do you treat clients coming to your work place? When someone complains of any issue as a result of your poor service, how do you respond to such a person? Do you politely attend to that person's query and tolerantly find solution to him or her. How long does that person wait for you to find a solution to his or her problem - do you have a one stop shop where your customers' problems are attended to or do you send this person left and right frusting him or her further?
Do you have knowledge of the products you are selling or managing and are you able to articulate the content of your product or do you rather refer such queries to your senior which risks the client to find a solution or an answer to the queries?
But above all, do we all understand that our bills are paid by our customers - or we do get money/revenue because of what we sell to our clients, service, goods and products? Are you an Ambassador of your family and family's name - trough the values and morals around customer service? Are you and Ambassador of your work place - and advance the employer's brand and image - by professionally attending to customer service? Are you the Ambassador of your country, do you have the Namibian-hood and National Pride? What can you do for your country instead of you asking what your country can do for you?
Namibians are known to be beautiful people, hospitable, friendly and ready to receive almost anyone, in the form of a tourist, investor and general visitors. But as some describe it today, the Namibian's customer service is reported to be "pathetic" and needs overhaulling.
The Namibia Customer Service dialogue kicked off at the Polytechnic of Namibia's Hotel School in the capital today with various stakeholders sharing ideas on how to make Customer Care a National value. The questions many had to was, what do we do to ensure that Namibians go back to the basics of customer care. An example was made that at times, a person enters the shop, and upon entry - one is met by shot attendants asking how they could assist. But as soon as the person who was assisted seemed to have realized that something was not good and needed help - it becomes difficult for the same attendants to once again come to him for a solution. Namibians were said to be good at wanting to get something and once they got it, that was it.
The issues of how we tourists in our country are being treated... mmmm, our country is beautiful and has friendly people but our customer service is .......................??
The dialogue has been initiatiated by the Polytechnic of Namibia - and is supported by various sponsors - although more are invited to come on board so that this problem can be tackled from various corners. The moderator of the dialogue was former MVA CEO - Mr. Jerry Muadinohamba - who said the customer service provided by the front people/employees of any company is reflection of the leadership of a particular business. Panelists included Namibia Tourism Board's Maggy Mbako, Hospitality's Gitta Paetzoldt and Communication Regulations Authority of Namibia (CRAN)'s CEO, Mr. Stanely Shanapinda. The Rector of Polytechnic Dr Tjama Tjivikua also spoke and the Deputy Minister of Trade and Industry Mr. Tjekero Tweya. And those who attended also participated in the dialogue. In November this year - some Namibians and their instituttions - Public, Private, Corporates, SME and other various categories stand a chance to be nominated for their efforts in furthering Customer Service in Namibia.
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