Perception is as good as reality. There is a common saying that, ‘the first cut is the deepest’; meaning initial impressions outlast any other subsequent impressions. To any visitor, arrival at the border post of any country represents arrival at the destination. Hence, perceptions gained from quality of customer service at the border posts should not be taken for granted. Quality of customer service is generally declining at most Border Posts in developing countries of which Zimbabwe’s posts are not an exception. This state of affairs is indeed cause for concern given that negative impressions of quality of customer service gained at the border posts may result in the public avoiding
Download