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Certificates: Complaint management" certificate
Certificate "Customer service with CRM" -
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: 5 Weeks
Complaints management
Introduction to complaint management (approx. 1 day)
Complaints as opportunities for the company
Causes and types of complaints
Understanding customer behavior
Complaint management systems
Psychology of the complaint (approx. 1 day)
Iceberg theory
Relationship levels
Needs pyramid according to Maslow
Reaction to complaints (approx. 0.5 days)
Interpreting complaints and wishes
Tone and voice pitch
Key factors
Processing of complaints (approx. 1 day)
Basic rules for complaints
Processing written complaints
Procedure of a complaint discussion
De-escalation strategies (approx. 0.5 days)
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
Customer service with CRM
Basics & Strategic CRM (approx. 2 days)
CRM as a strategic corporate function
Companyblueprint: company processes
CRM vs. pure software solution
Business models & target group analysis (approx. 1 day)
Business models in the CRM environment
Market and target group definition
Personas for a differentiated customer approach
Sales channels in strategic CRM
Customer worlds & individual relationships (approx. 1 day)
Definition of the customer world
Customer journey, customer experience
Customer needs-demands-motives
ERP & operational CRM (approx. 1 day)
Resource planning and business contexts
CRM in the value chain
Synergy between sales, marketing & service
Data protection & GDPR (approx. 1 day)
Data protection
GDPR in marketing
DSGVO practical cases
CRM software systems (approx. 2 days)
Introduction to CRM systems
Implementation of software
Mapping processes, automating workflows
Artificial intelligence (AI) in CRM (approx. 1 day)
Presentation of specific AI technologies
Predictive analytics
Sentiment analytics
AI humanizers for customer loyalty
Analytical CRM (approx. 2 days)
KPIs for measuring success
Data mining, OLAP
SWOT analysis in CRM
Drill-down analysis
Customer Relationship Cycle & Customer Satisfaction (approx. 2 days)
Customer Relationship Cycle
Satisfaction management: NPS, CSAT, KANO & parameters for optimization
Customer acquisition, customer loyalty & increasing profitability (approx. 2 days)
Account-Based Marketing (ABM)
Strategic acquisition processes
Loyalty programs
Increase profitability
Customer communication as a relationship guarantor (approx. 2 days)
Conversational skills and empathy in customer contact
Psychology of customer relationships
De-escalation techniques for critical customer moments
How authentic communication creates long-term relationships
Project work (approx. 3 days)
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 and thus optimize customer satisfaction and improve customer loyalty to your company. You will be able to design complaint management systems and know that the focus here is on increasing customer orientation.
You also have a holistic understanding of CRM. You are able to analyze and optimize customer relationships.
This course is aimed at employees from marketing, sales and quality management, as well as managing directors, product managers, key account managers and start-ups.
Customer satisfaction is often a decisive factor for the success of a company. With well-founded qualifications in sales and CRM, you will have skills relevant to the job market for almost all industries. After the course, you will be able to take on responsible tasks in customer service.
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).