Customer Service Policy

1Policy and scope

The purpose is to set clear guidelines for outstanding customer service, so every interaction is professional, accurate and respectful.

It applies to all internal staff, external contractors, freelance trainers, third-party providers and candidates, across every channel: phone, email, social media and in person. It also applies to AI-assisted interactions such as the chat assistant, which operate under human oversight and must meet our data protection, confidentiality and customer care standards.

Everyone representing Acadame must follow this policy alongside the Data Protection & GDPR Policy, the Acceptable Use Policy, the Confidentiality Policy, the Complaints Policy and the Safeguarding & Prevent Policy.

2Our service standards

• Responsiveness. An initial response to any query within one business day. That response may be an acknowledgement, confirmation of the next step, or a referral to the right person. Escalations are prioritised
• Professionalism. Respect, patience and courtesy in every interaction. Nothing dismissive, unprofessional or discriminatory
• Accuracy. Information must be factual, current and consistent with our policies and procedures. Where there is any doubt, staff check before they answer

3How we communicate

Communication takes place by phone, email, business WhatsApp, the site chat assistant, social media and in person. All of it follows the IMS and complies with GDPR, the Acceptable Use Policy and the Confidentiality Policy.

Where an interaction is difficult, staff listen actively, de-escalate professionally and involve a supervisor if it is not resolved. Where a safeguarding or welfare concern arises, staff follow the Safeguarding & Prevent Policy.

Interactions must comply with the Data Protection & GDPR Policy. Personal data is never sent through an unsecured channel unless it is authorised and protected.

4Feedback and complaints

Feedback from customers, freelance trainers and third-party providers is how we improve. We collect it through post-service surveys, chat prompts and direct communication.

Formal complaints go through the Complaints Policy, which is published on this site. Complaints are logged and managed using our internal workflow tools.

Complaints are reviewed by the Head of Centre, aiming for resolution within 28 days, with regular updates on complex cases. What we learn feeds IMS continuous improvement and customer satisfaction analysis.

5Escalation and follow-up

Anything not resolved at the first level is referred to the Head of Centre or a designated senior member of staff, and escalated cases are handled as a priority. Escalation happens when:

• Staff cannot resolve the query
• The customer is dissatisfied with the initial response
• A regulator or awarding body may need to be involved
• The issue relates to safeguarding or misconduct

After resolution we come back to you to confirm you are satisfied and that the issue is fully closed.

6Customer data

Customer information is managed in line with our Data Protection & GDPR Policy. Records of service interactions are stored securely and disposed of under the Record Management Policy.

All digital communication is protected against unauthorised access. AI systems must not store or process personal data beyond what is necessary to deliver the service.

7Staff development

Everyone who deals with customers completes induction training on our service standards and on the use of the chat assistant. Regular performance reviews and feedback maintain service quality, and anyone who needs more support gets targeted training. Competence is monitored under the IMS training and competence requirements.

8Where AI fits in

The chat assistant supports first contact, answering quickly and gathering feedback, with human oversight so escalations and complex issues are resolved properly. AI interactions must be fair, transparent and accurate.

AI systems must not:

• Make decisions affecting candidate outcomes, certification or assessment
• Provide legal, regulatory or safeguarding advice
• Process personal data independently without human oversight

AI tools are a support mechanism only. Accountability for customer service stays with Acadame staff.

9Monitoring and review

The Head of Centre reviews this policy annually, or sooner after a significant operational change. Adjustments are based on customer feedback, changes in technology and input from staff. Service outcomes and feedback are reviewed as part of the IMS Management Review (ISO 9001 clause 9.3).