COURSE TITLE: CUSTOMER CARE & FRONT OFFICE OPERATIONS
Duration: 1 Month Part-time
Entry: P7 + ability to read/write English & Local language
Certificate: Awarded by Pas Vocational Institute
Motto: MOLDING MINDS THAT MOLD OTHERS

COURSE OUTLINE – 8 MODULES

MODULE 1: INTRODUCTION TO CUSTOMER CARE – 3 Days

  1. What is Customer Care? Why it matters in Kagadi businesses
  2. Types of customers: internal, external, difficult customers
  3. Attitude vs Skill – “Smile is free but worth millions”
  4. Institute rules and dress code and grooming for office work

MODULE 2: COMMUNICATION SKILLS – 5 Days

  1. Verbal communication: tone, volume, language – English and local language
  2. Non-verbal: body language, eye contact, posture, facial expression
  3. Telephone etiquette: answering calls, holding, transferring, ending
  4. Writing skills: SMS, WhatsApp, email, note-taking for clients
  5. Active listening – “Customer doesn’t want to talk, they want to be heard”

MODULE 3: FRONT OFFICE OPERATIONS – 4 Days

  1. Roles of receptionist/front desk officer
  2. Office setup: greeting area, filing, notice boards
  3. Appointment booking and visitor register and diary management
  4. Handling mail, parcels, office equipment – photocopier, printer, scanner

MODULE 4: HANDLING CUSTOMERS & COMPLAINTS – 5 Days

  1. 6 steps of handling complaints: Listen → Empathize → Apologize → Solve → Follow up
  2. Dealing with angry, rude, drunk, impatient customers
  3. Conflict resolution without fighting
  4. Role-play: “Client refused to pay” / “Client lost receipt” scenarios

MODULE 5: CUSTOMER SERVICE IN BUSINESS – 4 Days

  1. Customer care for shops, hotels, SACCOs, banks, clinics, schools
  2. Selling without pushing – turning complaints into sales
  3. Record keeping and basic cash handling and receipts
  4. Confidentiality & trust – office secrets stay in office

MODULE 6: COMPUTER & OFFICE TECHNOLOGY – 5 Days

Typing and MS Word for letters, receipts

MS Excel for customer lists, simple billing

Email setup and WhatsApp Business for customer updates

Mobile money records and basic POS

MODULE 7: PERSONAL BRANDING & PROFESSIONALISM 3 Days

  • Dressing, hygiene, punctuality for office jobs
  • CV writing + job interview practice – “Tell us about yourself”
  • Public speaking basics: greeting visitors, announcements

    MODULE 8: PRACTICAL ATTACHMENT + ASSESSMENT – 4 Days

    1. 1 week field work: hotels, clinics, schools, shops in Kagadi
    2. Supervisor report and student reflection
    3. Final exam: Written, Oral and Practical role-play
    4. Graduation and certificate

    TEACHING METHODS

    1. 70% Practical: Role-play every day. “You be customer, I be receptionist”
    2. Real cases: Use problems from Kagadi hospitals, hotels, shops
    3. Video + Demo: Show bad vs good customer care
    4. Field visit: Take students to one hotel + one clinic to observe

    GRADING

    • Attendance & attitude: 20%
    • Role-plays & assignments: 30%
    • Final exam: 50%

    Total: 33 training days = 1 month intensive, Mon-Fri 3hrs/day