There is a growing consensus that the current customer service offered among tourism establishments is not up to scratch with many employees mistreating visitors and tourists alike. Some tourism experts suggest the global Covid-19 pandemic has exaggerated largely what is wrong with a strategy for how establishment owners contact and communicate with their customers and prospects.

Equally, some feel the pandemic is also the best opportunity in over a decade to restart, re-energise, and re-imagine customer service and field service.

The Hospitality Association of Namibia (HAN) CEO, Gitta Paetzold, emphasised customer service and friendliness remain key.

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