Certificate in Customer Care and Service Excellence

Career Prospects

The programme is guided by a simple principle: Every passenger is a customer, and every trip is an opportunity to build a professional reputation. Participants learn by seeing, discussing, practicing and applying customer-service behaviours in their daily work. No participant should be disadvantaged because of limited formal education.

Target Participants

• Practicing boda boda riders operating individually or from organised stages.
• Members of boda boda associations, SACCOs and cooperatives.
• Riders working through digital transport or delivery platforms.
• New or aspiring motorcycle transport operators.
• Stage leaders who can promote professional customer-service standards among other riders.

Programme Objectives

To equip boda boda riders and other customer-facing service providers with practical customer-care and service-excellence skills that enable them to provide respectful, reliable, ethical and customer-centred services, enhance customer satisfaction, and improve their professional image and service delivery.

The certificate shall also be open to taxi drivers, conductors, market vendors, small business operators, traders and other individuals whose work involves regular interaction with customers or the public.

Specific Objectives

1. Develop clear, respectful and customer-friendly communication skills.
2. Equip service providers to handle complaints, disagreements and difficult customers professionally.
3. Promote professional appearance, cleanliness and a positive service image.
4. Strengthen punctuality, reliability and practical time-management habits.
5. Promote ethical conduct, honesty, respect, responsibility and protection of customer privacy.
6. Develop passenger-care practices that improve comfort, dignity, satisfaction and loyalty.
7. Help riders build repeat customers and referrals through consistently excellent service.

Learning Outcomes

By the end of the programme, a successful participant should be able to:

• Greet, listen to and communicate with passengers respectfully and clearly.
• Confirm destinations, fares and important trip expectations before starting a journey.
• Respond to complaints calmly using a simple complaint-handling process.
• Demonstrate appropriate grooming, cleanliness and professional presentation.
• Manage customer appointments, pickup times, waiting time and delays more effectively.
• Demonstrate honesty, fairness, respect, accountability and confidentiality in customer interactions.
• Provide considerate passenger care to different types of customers.
• Use simple service behaviours to encourage repeat customers and positive referrals.
• State and demonstrate a personal commitment to professional customer service.

Admission Requirements

There shall be no minimum academic qualification. Ability to read and write shall not be a condition for admission or successful participation. The course shall accommodate riders with different education and literacy levels through oral, visual, demonstrative and assisted learning methods.

Program Duration

The proposed duration is three (3) weeks, comprising six practical learning modules. Delivery may be organised in short sessions that fit around riders' working schedules.

Program Structure

Tuition Fees

The programme fee shall be UGX 400,000 for Ugandan/East African participants and USD 200 for international participants. Any application or other administrative charges shall be applied in accordance with approved UTAMU policy.

To support UTAMU's community outreach and skills-development mandate, eligible participants may receive full or partial scholarships subject to University approval and availability of sponsorship or other resources.

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