The Namibia Tourism Board (NTB), in collaboration with the Ministry of Home Affairs, Immigration,
Safety and Security (MHAISS), today commenced a two-day Customer Care Training Programme for
officials from Immigration, the Namibian Police Force (NAMPOL), and the Namibia Revenue Agency
(NAMRA).
The training, facilitated by the NUST, Harold Pupkewitz Graduate School of Business, follows the
signing of a Memorandum of Understanding (MoU) between NTB and MHAISS on 7 June 2026. The
MoU seeks to strengthen cooperation between the two institutions in enhancing visitor experiences,
improving service delivery, and supporting the sustainable growth of Namibia’s tourism sector.
The training brings together frontline officials who interact directly with visitors at Namibia’s ports of
entry and key tourism gateways. It aims to strengthen customer service skills, improve
communication, promote professionalism, and reinforce the importance of creating positive first and
lasting impressions for visitors arriving in Namibia.
Speaking on behalf of the Namibia Tourism Board, NTB Spokesperson Flora Quest emphasized
the importance of customer service in shaping Namibia’s tourism reputation:
“Every visitor’s experience begins with the people they encounter upon arrival. Immigration officers,
customs officials, and law enforcement personnel are ambassadors of Namibia. The way we welcome
and assist visitors can leave a lasting impression that influences how they perceive our country. Excellent
customer service contributes significantly to visitor satisfaction, destination competitiveness, and
positive word-of-mouth promotion.”
The programme focuses on customer care excellence, service standards, communication skills,
professionalism, conflict resolution, and the importance of delivering a seamless and welcoming
visitor experience. The training forms part of broader efforts under the NTB-MHAISS Memorandum
of Understanding to strengthen inter-agency collaboration and ensure Namibia remains a safe,
welcoming, and world-class tourism destination.
