By Koviao Matuzee
Twenty frontline officials have been recognized as Customer Care Champions after completing customer care training under the Namibia Tourism Board (NTB) and Ministry of Home Affairs, Immigration, Safety and Security’s Welcome Host Program.
The recognition event, held in Windhoek recently, sought to highlight the role of immigration and other frontline officials in shaping visitors’ first impressions of Namibia.
The program, launched in May this year through a partnership between NTB and the ministry, focuses on equipping officials at points of entry with practical knowledge of Namibia’s tourism products, hospitality standards and destinations.
NTB chief executive officer Sebulon Chicalu said the experience visitors receive at border posts can influence what they tell their families, friends and colleagues about Namibia.
“A visitor’s first encounter with our country should not leave them feeling unwelcome,” chicalu said.
He stressed that good customer care does not mean officials should compromise immigration requirements or procedures.
“Documents must be checked, questions must be asked, the law and the procedure must be followed, but none of those duties requires an unfriendly tone,” he added.
Chicalu also said a welcoming approach could help strengthen Namibia’s tourism industry, as positive visitor experiences can encourage repeat visits and recommendations.
“It is what they experience. They carry over to their family, friends, colleagues and everywhere else.”
The 20 champions received vouchers sponsored by Gondwana Collection Namibia, giving them an opportunity to experience selected tourism establishments and products firsthand.
The ministry said the exposure is intended to help officials provide visitors with more informed and confident recommendations when asked about places to visit in Namibia.
Ministry of home affairs, immigration, safety and security executive director Daniel Nghidinua said the initiative was not simply about handing out vouchers, but about turning training into practical experience.
“Do not regard this simply as a benefit or a complimentary stay. Regard it as part of your learning journey,” Nghidinua said.
He also urged the beneficiaries to share what they learn with colleagues and use that knowledge when assisting visitors at points of entry.
Gondwana Collection, which sponsored the vouchers, said customer care is ultimately about how people feel after an interaction.
“Customer care is a lot bigger. It’s about how we make people feel,” Tapiwa Lushetile, a representative of Gondwana said.
The initiative reflects growing efforts to strengthen Namibia’s tourism value chain by improving the visitor experience from the moment travelers enter the country.
