First-Ever Namibia Customer Service Awards

The widely publicised Namibia Customer Service awards and Conference was officially opened on Monday this week by Minister of Home Affairs and Immigration, Pendukeni Ivula-Ithana. The minster spoke about customer service in Namibia and as an example named Home Affairs’ turnaround strategy that aims to improve service delivery.

“We have heard the needs and wishes of our citizens, we are evolving and this takes time. Reliability, flexibility and accountability is of part our mandate, this is why this strategy includes facilities such as a call centre and a track and trace system and improved border control systems. This is a transformational change which aims to align people, processes and technology initiatives more closely with Home Affairs’ business strategy and vision. We have a mammoth task ahead and I am proud to be part of this historic shift – Rome was not built in day,” said Ivula-Ithana.

The conference aims to start a conversation on the importance of excellent customer service in the Namibian public and private sectors. It is the brainchild of Polytechnic of Namibia’s Harold Pupkewitz Graduate School of Business (HP-GSB). Over the next few days several high level academic papers on different aspects of customer service will be presented at the conference.

This will culminate in an awards ceremony heralding the efforts of companies and institutions in 12 vital sectors of the economy today (Wednesday, November 05, 2014). The prestigious Customer Service Excellence Organisation Awards will be handed over to those organisations that came out tops in an independent customer service survey that was commissioned by the Polytechnic of Namibia.

The Director of HP-GSB, Graton Whyte, who spearheads the conference and awards, commented: “We began this process by hiring an independent research company, Business Intelligence Africa, to acquire data on the status quo of Customer Service in Namibia to quantify or validate the public concern of poor customer service in Namibia. From there we can ascertain the problem and as an academic intuition try to rectify these issues through courses and training,” noted Whyte.

Source : New Era