05 Jun 2015 13:20pm
WINDHOEK, 05 JUN (NAMPA) Organisations with high customer satisfaction are more likely to enjoy high levels of customer retention, recommendation and repeat business, the Polytechnic of Namibias Rector says.
We need to invest in our human capital because high customer service delivers tangible business benefits, said Tjama Tjivikua on Friday during the launch of the Customer Service Association of Namibia (CSAN).
CSAN promotes highly effective practices for achieving customer service excellence, particularly among customer service professionals.
Tjivikua said the efficiency of service delivery is integral to a country's economic, social and ecological progress.
In order for an economy to flourish, the environment needs to be conducive for growth in both the private and public sectors. Excellence in service delivery is one of the strategies critical to us attaining a knowledge economy and hence it is urgent that we create and embed it in our culture of service delivery, he said.
The rector indicated that creating a customer friendly environment is not just the government's responsibility but it is a shared responsibility of organisations, institutions and society as a whole.
We need to develop, manage, optimise and envision how organisations interact with their customers, he stated.
The objective of the CSAN is to initiate a community of practice open to individual and corporate membership that will provide professional forums for sharing and equipping customer service professionals and research forums to initiate and sponsor research into factors affecting customer service on the African context.
We do not have much tangible data on customer service. Do we, for instance, even know what percentage of Namibia's working population is directly interacting with customers in their roles?
I am keen to see the development of a customer service research forum, which will be spearheaded by my institution, Tjivikua said.
He said he hopes this platform will allow Namibia to examine all environmental factors that impact on service culture, encourage reflection and security of different viewpoints on current practices in the various sectors of industry, share latest findings and emerging trends and more importantly perhaps, inform on how businesss can convert the potential of customer service into an asset that can transform the economy of the country.
The CSAN will feature two important forums - the Professional and Research Forum.
The Professional Forum will be a platform for dialogue between professionals.
The aim of the discussions will be to equip customer service professionals with insights to improve upon service delivery.
The Research Forum, on the other hand, will initiate and sponsor research into factors affecting customer service in the Namibia and African contexts.
CSAN membership is open to individuals and corporates.
The launch of the association takes place ahead of the second Customer Service Management Africa Awards and Conference (CSMAfrica).
CSMAfrica will be held in Windhoek on 14 and 15 September this year, under the theme 'Expecting Better: Delivering More.'