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Certificates: Complaint management" certificate
Certificate "Conflict management for managers" -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
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Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
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Language of Instruction: German
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Duration: 2 Weeks
Complaints management
Introduction to complaint management (approx. 1 day)
Complaints as an opportunity for the company
Causes and types of complaints
Understanding customer behavior
Complaint management systems
Complaints in digital channels (e.g. reviews, social media)
Psychology of the complaint (approx. 1 day)
Recognizing behavioural tendencies
Customer needs and expectations
Relationship levels
Dealing with different types of customers
Reaction to complaints (approx. 0.5 days)
Initial reaction: timing and tonality
Analysis of complaints
Key factors
Complaints handling (approx. 1 day)
Guidelines for the professional handling of complaints and grievances
Procedure of a complaint discussion
Use of AI to support the handling of complaints
De-escalation (approx. 0.5 days)
De-escalation strategies and dealing with difficult customers
Maintaining a professional attitude and setting boundaries
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
Conflict management for managers
Communication (approx. 1 day)
Communication models and tools
Conversation management and active listening
Conflict discussions as a management tool
Reflection on your own communication style
Conflicts (approx. 2 days)
Causes and types of conflict
Escalation stages and reaction strategies
Harvard concept of conflict resolution
Non-violent communication
Use of AI to develop solutions in conflict situations
Constructive conflict management in the company (approx. 1 day)
De-escalation strategies and solution techniques
Using conflicts as an opportunity for improvement
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
Changes are possible, the course content is updated regularly.
After the course, you will be able to handle complaints professionally, apply de-escalation strategies and contribute to increasing customer satisfaction.
You will also be able to identify conflicts in day-to-day management at an early stage, analyze them professionally and implement suitable solution strategies.
The course is aimed at managers, department heads with personnel responsibility and company managers who want to learn how to act in difficult situations and be shown communication and intervention techniques.
Complaint management is used in companies of all sizes and industries. You can apply your newly acquired knowledge in direct customer contact and customer service.
Knowledge of conflict management will also open up career opportunities for you in team management and other management positions.
Your meaningful certificate provides a detailed insight into the qualifications you have acquired and improves your career prospects.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face lessons via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).