Let us all make customer service our responsibility
Critical to hosting visitors, is customer service or service quality, which has emerged as key diff erenti ator and can either make or break the host. Despite strides made in hosti ng a number of events, the country still struggles with low level customer service. There is no day that passes by without a customer complaining on social media platforms because of the poor service received. Maya Angelou once said: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Her words remind us that as we prepare to host World Relays, we should not forget the importance of making guests feel valued. That at the heart of any experience is superior customer service. Th e World Relays scheduled for May 2 to 3 in Gaborone, puts Botswana on the spotlight as the fi rst Afr ican Nati on to host the event. Because of its magnitude, the event will attr act top athletes and sports enthusiasts from around the world. Of importance is knowing t h a t b u i l d i n g l a s t i n g relationships across borders is criti cal, hence the need to always be ready to serve our visitors in a way that they will want to return to Botswana. Th e countdown towards the big day should be a reminder to every business, insti tuti on and individuals alike to know the ty pe of customers they serve and challenge themselves to do bett er in serving them. In the quest to improve c u s t o m e r s e r v i c e , e a c h organisati on and government departments should also take it upon themselves to adopt customer service as a core principle. Where possible, insti tuti ons l i ke B o t swa n a N a t i o n a l Productivity Centre should come on board and help in tr ansforming the work culture that is tied to poor service provision. With its small population, Botswana, is revered for its principle of BOTHO, which emphasizes mutual respect, w a r m n e s s , t h o u g h t f u l hospitality and serving a customer with a warm smile. Let us therefore, protect that which has always been the bedrock of ‘Botswana’s being’, BOTHO. We can all positi on ourselves as a tr ailblazer when it comes to service provision.
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