Secret shoppers will be sent through Customs as Government aims to improve weak customer service at the airport.A review has highlighted failings in the way people are passed through LF Wade International Airport, National Security Minister Wayne Perinchief told a press conference yesterday.Mr Perinchief said officers will be given more training to improve their communication skills, while surveys will be carried out to ensure customer satisfaction gets better. Meanwhile a ‘nothing to declare’ line will be added to the airport to speed up the Customs process.“It is important that the border control experience inspires confidence internationally and is proficient and welcoming for all travellers,” the Minister told the media.Mr Perinchief said 68 Immigration and Customs officers took part in frank focus groups for the review, which was carried out in conjunction with Bermuda Employers Council.Reflecting on their conclusions, he said: “A determined focus on stronger and consistent management, leading to a more unified workforce is a key requirement for building on the existing commitment of the officers.”He said front-line officers were evaluated for customer service interaction, adherence to landing procedure and general communication with the travelling public.“We can improve in this area too,” he said. “Managers have committed to working with officers in need of stronger communication skills and as policymakers, we must be clearer in our directives, aims and objectives.“There is room for improvement at all levels and we now have data in support of those areas we must address. In the coming months, evaluations will continue and customer service will be deliberately focused on and improved.“The full analysis has been shared with the BPSU representatives from within the Department and together we have agreed to conduct surveys on customer satisfaction to measure our progress.“Additionally, we will be using the secret shopper model to randomly evaluate just how we’re doing against the standards we set.”He noted this year’s Budget Statement pledged to improve the experience for passengers by making Customs “strong but welcoming”.Announcing the nothing to declare line, he explained: “This procedure is in place all over the world and as a business and tourism destination anything that improves the visitor experience at the airport must be welcomed.”Plans for the necessary renovations to the Customs Arrivals Hall and secondary inspection area are well advanced, he said, with a planned operative date of October 1 this year.