Customer Service Operations
The front line done well: handling enquiries, managing expectations, recovering complaints and knowing when to escalate.
- Award
- Foundation Certificate
- Level
- Level 2
- Duration
- 10 weeks · 180 hours
- Delivery
- 70% online · 30% in person
- Units
- 5 units
- Intake
- Phase 01 · Kampala
Overview
Customer service is usually trained as attitude. It is actually a set of repeatable behaviours — clarifying the real request, setting an accurate expectation, and closing the loop.
This certificate trains those behaviours and assesses them on real customer contact, in person and by phone.
What you study
5 units · 180 notional hours. Hours shown are the notional allocation used for planning and progression.
Customer types, internal customers, service standards and what a promise costs.
Questioning, listening, clarity in person, by phone and in writing.
Saying no well, giving timelines you can meet and following up.
Structured recovery, ownership, remedies and escalation thresholds.
Logging contact, using feedback and identifying recurring causes.
How you are assessed
Practical competence is assessed in person by a qualified assessor against written criteria. No practical competence is assessed online.
Live interactions observed against a service checklist
Real calls assessed for handling and accuracy
Real complaints handled from receipt to closure
Entry requirements
- 17 years or older at the start of the programme
- No prior qualification required
- Confident spoken and written English
- Access to real customer contact for assessment
Certification
Learners receive the ASIEA award and the evidence behind it. External certification is being sought: the units, notional hours and assessment on this page are written so a certification body can map them to its own qualifications.
Where it leads
Roles shown are indicative of the sector this course is designed for, not guaranteed placements.
Next steps
Two minutes. No documents needed yet.
A guided call on fit, schedule and prior experience.
Entry evidence reviewed and a placement matched to you.
Enrolment, induction date and your learner record opened.
Phase 01 fees are published at admission. Payment plans and employer-sponsored places form part of the intended Phase 01 model.