Tourism service providers receive customer care training

Frontline tourism service providers are currently attending a two-day customer care training workshop at Walvis Bay.

The workshop that started yesterday was organised by the Namibia Tourism Board (NTB), in collaboration with the Harold Pupkewitz Graduate School of Business at the Namibia University of Science and Technology.

The training aims to develop and capacitate Namibian Ports Authority officials, arts and craft exhibitors and other stakeholders who directly interact with tourists with the necessary skills to provide exceptional customer care.

It focuses on topics including effective communication, conflict resolution and cultural sensitivity, among others.

NTB acting business development and quality assurance manager Juliet Olivier said the NTB realised that many tourists enter the country through cruise ships.

“We have seen the need for our local people on the ground. We have seen an increase in tourism. Even though they are not employed in the sector itself, they communicate and have interaction with tourists. They represent the country at the destination level. There is a need to train them how to communicate and understand the importance of tourists. This is how they earn their income. This will help them to become entrepreneurs in their sector,” she said.

The customer service training also incorporates aspects of tourist safety, while other topics, like language empowerment, may be considered at a later stage.

Participants were excited to learn more skills.

“I have come to learn about how to treat customers. Sometimes people will take customers to other people because your service is not okay. I have been selling for a long time and I am here to learn more,” said Daniel Fanga.

“I want to learn about customer service and how to deal with customers. I have been selling my products for more than 20 years, but I still need more skills on how to communicate with my customers,” said Avelinu Siyave.

“I came here to learn how to market my products and receive customers in a proper manner. I have been selling my arts and crafts products to visitors at the Walvis Bay Waterfront for about 19 years,” said Tukumbakuye Rutjindo.

The workshop also includes representatives from various government agencies, tourism operators and industry experts, who will share their knowledge and best practices in customer care. The programme was initially planned before the advent of Covid-19, but was not able to take place due to the pandemic.