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Home affairs ministry deploys customer care personnel to regions

The Ministry of Home Affairs, Immigration, Safety and Security executive director, Etienne Maritz, on Wednesday deployed a team to the regions to train staff members on customer service care.

The ministry’s spokesperson Margaret Kalo is heading the team.

Training started on 14 June ends on 23 June, while training at border posts runs from 3 to 7 July.

The training will cover regional offices at Otjiwarongo, Swakopmund, Walvis Bay, Rundu, Omuthiya, Ondangwa, Oshakati, Eenhana, Outapi, Opuwo, Wakashamane, Oshikango, Hosea Kutako International Airport and the ministry’s head office. It will also extend to Trans-Kalahari, Oranjemund, Lüderitz, Noordoewer, Ariamsvlei, Karasburg and Keetmanshoop border posts.

In an interview with The Namibian, Kalo said the staff members will be trained in customer service, skills for customer service, communication, internal and external customers, barriers to effective communication and good customer service versus bad customer service.

“Customer service care is an essential aspect of any successful organisation. It is the foundation on which institutions are built, and it determines the level of satisfaction that customers derive from their transactions with an organisation,” Kalo said.

She added that it is important for the ministry to prioritise customer service care to improve customer loyalty and retention, which, in turn, translates into increased best customer practice among staff members.

“We want to serve with excellence as per the ministry’s motto. Therefore, by training all staff members will help the ministry to provide top-notch service to all our customers,” Kalo added.

She said the training focuses on techniques such as how listening to customers, empathising with them, and offering timely solutions to their problems.

According to her, the training is necessary to ensure and instil in the customers mind that good customers service exist in public institutions.

“The ministry believes that when employees are continuously receiving customer service care training, they will always offer excellent service to customers. Good customer service care will also improve employee morale,” Kalo said.

Kalo said the ministry will continue to prioritise customer service care and invest in employee training.