Vrot diens saboteer toerisme

Volgens ’n kenner is nou die tyd om dienslewering in die sektor te verbeter.

23 June 2020 | Tourism

Paul Ndjambula; Swakop Cycle Tours; “Ons moet besef dat Namibië nie ’n goedkoop bestemming is nie.”

Swakopmund • [email protected]





Die gehalte van kliëntediens is ’n groot probleem wat juis nou aangespreek moet word, sê Paul Ndjambula, mede-eienaar van Swakop Cycle Tours.

“Met die toerismebedryf wat tot stilstand gedwing is weens Covid-19, het ons nou tyd om te sorg dat dinge wat goeie kliëntediens verhinder, aangespreek word voor die grense heropen.”

Ndjambula voeg by dat daar ook moet besef word dat Namibië glad nie ’n goedkoop bestemming is nie.

“Dit is goed en wel om duurder te wees, maar wanneer toeriste die land besoek, wil hulle voel hulle kry waarde vir hulle geld. Om dié doelwit te bereik, verg dat individue wat toeriste bedien eie inisiatief moet neem en die ekstra myl moet gaan,” sê hy.

Hy stel voor dat werkgewers in dié sektor interne regulasies in plek moet hê om klante op hul gemak te laat voel en hulle werknemers gereeld daaraan te herinner om werk te maak daarvan.

“’n Gereelde opknappingskursus vir diegene wat direk met besoekers werk gaan beslis ’n positiewe impak maak. So ’n kursus hoef nie baie tyd te neem nie. Bestuurders kan ook die kursusse bywoon en die kennis terugneem na hul werknemers. Vaardighede moet net gereeld opgeskerp word en almal moet herinner word hoe klein gebare vir ’n kliënt ’n groot verskil kan maak.”

Voorts glo hy vas die algehele verbetering van kliënte se ervarings gaan verg dat die ganse bedryf moet saamstaan.

“Ons kan met klein stappies begin. Besighede moet met interne korttermyn doelwitte vorendag kom en met ’n fyn oog kyk na die diens wat hulle lewer. Klein dinge soos ’n glimlag kan ’n baie groot verskil maak.”

Ndjambula glo die staatsektor mag nie die allen die skuld kry vir swak dieslewering nie.

“Ons is vinning om vinger te wys. Ek stem saam dat die staat sokkies moet optrek, maar selfs die private sektor het in die afgelope vyf jaar laat glip in terme van bestaande standaarde,” sê hy.

Volgens hom word die trant van ’n toeris se ervaring in ’n land reeds by grensposte bepaal.

“Voor hulle die land kan sien moet hulle by die grensposte verby. Die persoon agter daardie toonbank is hul eerste kontak met ons land en hulle moet versigtig wees met hoe hulle die land skets in daardie eerste oomblikke.”

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