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Certificates: Complaint management" certificate
Certificate "Customer service with CRM" -
Examination: Practical project work with final presentations
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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 of Customer Relationship Management (approx. 3 days)
Introduction to Customer Relationship Management
Strategic, analytical, operational CRM
Integrated CRM solutions: ERP system, data warehouse, data mining and OLAP
Data protection basics (approx. 1 day)
Dealing with customer data
Storage and forwarding of customer data
Data protection in the area of marketing/advertising
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Acquiring and retaining customers (approx. 4 days)
Analysis of customer needs
Customer satisfaction management
Customer communication
Customer experience (CX)
Psychology of customer relationships
Development and maintenance of customer databases
360 degree customer view
Holistic case management
Dealing with customer data (approx. 4 days)
Managing appointments, contracts and budgets
Customer administration
Workflows between teams
Cleaning up the database
Analytical CRM (target group analysis, customer value analysis, forecasts)
Real-time dashboards
Overview of key performance indicators
Drill-down analysis
Inline data visualization
Evaluation of sales opportunities
Increasing customer profitability (approx. 3 days)
marketing
Targeted feedback
Segmentation tools
Campaign management
Workflows
Lead-to-cash transparency
Real-time sales forecasting
Pipeline reports
Introduction to CRM software (approx. 2 days)
Overview of the CRM system landscape
Presentation and positioning of various CRM systems
Mapping process flows
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).