Tourism-Focused Customer Service for Immigration Officials in Southern Africa

For many international visitors, the border is their first direct experience of a country.

Developed by the Southern Africa Tourism Alliance (SATA), this course is designed for border stakeholders across Southern Africa, including immigration, customs, police, port health and tourism personnel.

Everyone working at a border has a different role and set of responsibilities. But how travellers are assisted, informed and treated affects their experience of the country and the wider region. Clear communication can prevent confusion, a calm response can stop a difficult situation from escalating, and good service can make the border process easier for travellers and staff.

Start with the welcome module and work through each module in order. The next module will unlock automatically when you complete the one before it.

Lessons are short and include one or two videos. Most modules end with an eight-question assessment. You’ll need to score at least 80% to move on.

Once you complete the full course, you’ll receive a certificate with your name and date of completion.

This course provides practical customer-service skills that can be used in everyday interactions with travellers, while supporting the security and regulatory responsibilities of each border agency.

The course supports the SADC Tourism Programme 2020–2030 goal of improving immigration facilitation and making travel across the region easier and more welcoming. It forms part of SADC’s work to improve customer service at border posts and equip border stakeholders to better understand and respond to the needs of travellers.