It is almost as rare as Tanzanite to find citizens of our country travelling for the sake of leisure and general exploring of the country; family, groups, even solo travellers. Often regarded as a waste of money or time, going to the national parks, while not costly, is not a priority for the average family. Unfortunately, because of this, even customer service for the general public is extremely mediocre, if not blatantly disrespectful. People are put into positions of power when they lack competency and decorum.
As a frequent traveller, I believe that not every person in a position to search and screen frequent travellers is adequately trained. The challenges I faced at the Dar es Salaam train station and the reception I got at the Morogoro SGR train station are two completely different realities.
The basic principles in handling people, without contempt and anger, may help the staff at the Dar es Salaam station. Unfortunately, this applies to all the staff members appointed to deal with travellers only. Upon reaching the station and going through security, I was stopped for a screening of my bags, per protocol, I complied, and there was the first issue. More often these days, showing compliance as a local tourist ignites a sort of anxiety as though to say, “why are you not upset that we have stopped you?” and even more often is “why do you exude confidence while under investigation?” which still baffles even the most nonchalant characters.
After an excruciating time of ‘Are you sure those are Nando’s Peri-Peri Sauce and not two bottles of resealed alcohol?’ -facts and not exaggaration- ‘Which English is this person speaking?’ -and -‘where is she going so underdressed?’ and the most exhilarating ‘why is she carrying a Holy Bible and a novel?’ I resolved to just remain quiet. This was all long before they realised their ticketing system had issues in ticketing for Business and Royal Class passengers. In principle, paying for Business or Royal Class tickets must warrant a higher degree of efficiency in how clients are handled.
The staff members of SGR mostly do not care for those who crave privacy, seclusion, or silence during their travels.
Inside the train, I was permitted to leave with their in-cart magazines and take some pictures, enjoying the scenery and the amenities provided. Crew members were amicable, unreserved in their suggestions for quality travel, mostly they offered all available payment options for first-time SGR users, as well, frequent travellers. They were by far my only favourite experience during my trip, and the most hygienic small bathroom I have had the pleasure of experiencing on land.
Upon arriving at Morogoro, my experience was vastly better; the improvement may be compared to that of our international airport, with taxi drivers eager to serve you.
It was a pleasant surprise to have non-judgmental people serve me and not feel like an illegal alien. After that entire ordeal, I realised the conclusion was simple: they see black people, they see Kiswahili only. It was no different than being African American in North America or being an African foreigner in South Africa.
Being a frequent traveller (from and within Tanzania) warrants scrutiny, and the occasional second-hand embarrassment. Having to direct a trainee on how to use a POS (Point Of Sale), and calling the manager because your steak was overcooked by the head chef.
Ashamedly, the customer service within the city in Morogoro is not up to par, not for locals or foreign tourists. Of the three hotels I visited to sift through the best for my trip, it dawned on me, Mikumi National Park may be a major tourist attraction, but the hotels do not cater towards international clientele. There may be campsites that are preferable with native bilingual speakers, and there are resorts which offer the same services for dignitaries, national celebrities, and entrepreneurs alike. The latter caters mostly to the laid-back, low-maintenance “Wabongo”, while the former is focused on high-maintenance return customers guaranteed to post a raving review on Google Maps.
Major city hotels in Morogoro may have the most spacious rooms, decor, and zero bathtubs, but the customer service is atrocious. Lodges closest to campsites, hiking spots in the mountains, and Mikumi National Park will give even the best five-star hotels a run for their well-invested money in Dar es Salaam.
The care given to the clients, domestic and foreign, is wonderful, whether or not you speak “The Queen’s English” or “American English”, which does impact how intrinsically attentive the guards are in hearing you. Mikumi National Park was a wonderful respite from the rush of city life.
After a thorough history lesson on the big five wild animals, their scientific names and local names, followed by cheerful yet quiet banter on the true king of the jungle(elephant or lion), our tour ended with joy and gladness. The most important lesson, however, is that staying quiet in Mikumi means the difference between capturing a moment on camera and being chased down by a family of elephants.
Read more articles by: Ivanune Mbilinyi