OVER 40 immigration officials from 11Southern African Development Community (SADC) recently conducted a first-of-its-kind Train the Trainer Tourism Customer Service Workshop in Johannesburg, South Africa.

The migration officers participated in the programme designed to improve their customer service skills and create a more welcoming experience for tourists visiting the region.

This initiative goes beyond paperwork, focusing on cultural sensitivity, effective communication, and creating a welcoming atmosphere for travellers. The programme reflects SADC’s commitment to the human element of tourism, recognising the crucial role immigration officials play in shaping a visitor's first impression.

It also highlights a unique approach to boosting tourism in Southern Africa. By investing in the skills and attitudes of immigration officials, SADC aims to create a more hospitable environment for visitors, fostering positive memories and encouraging return visits.

Participants, equipped with new skills, will train their colleagues, creating a long-lasting impact on border post interactions across the region. Improved customer service has the potential to significantly enhance tourist satisfaction, leading to increased economic benefits for all SADC countries.

The Tourism sector is considered as one of the cornerstones of the SADC regional economy. According to the United Nations World Tourism Organisation (UNWTO), the sector directly contributed around 2.8 percent (US$19.4 billion) of the total SADC GDP in 2017 and, when considering its indirect and induced impacts, the sector contributed as much as 8 percent (US$56 billion) of SADC GDP. The sector directly sustained around 2.5 million jobs in the Region in 2017; and in total (including direct, indirect and induced employment effects) more than 6.3 million jobs depended on tourism.