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Certificates: Digital Communication 4.0" certificate
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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: 4 Weeks
Customer communication in the digital age
Basics of communication (approx. 1.5 days)
Levels of communication
Communication models
Meaning and special features of communication
Customer experience (CX)
Channels of customer communication
Interactivity and participation
Always On
Data integration
Internationalization
Digital generation
Corporate communication
Digitalization in everyday working life (approx. 1 day)
Society and politics
Industry and trade
New Work
Media management
Digital learning incl. forms of learning
Networked working environments/collaborative work
Media and copyright law
Human-technology interaction
What is "agility"?
Digital technologies (approx. 1 day)
Big Data - The "9V", goals of data collection
Use of big data, best practices
Internet of Things (IoT), networked things
IoE, big data and cloud computing
Connectivity
Artificial intelligence, algorithms
Nanobots - application in practice
Customer centricity - focus on customer benefits
Virtual reality, augmented reality
Bitcoins, blockchain
Digital sales channels (approx. 1 day)
Importance and structure of e-commerce
Processing contracts from online sales
Selecting and using online sales channels
Co-designing the range of goods or services and managing them online
Data protection within digital communication (approx. 1 day)
Differences between data protection and data security
General Data Protection Regulation (GDPR)
Dealing with personal data
Technical and organizational measures (TOMs)
Encryption of data
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
E-mails in the digital age (approx. 2 days)
Selection of media for written customer contact based on customer needs
Business letters and e-mails
The customer-oriented e-mail
Formulations
Choosing the right font style
Quick blocks
Spam filter
Video conferencing (approx. 2 days)
What is digital rhetoric?
Preparation for online meetings
Methods and tools for successful
online meetings
The key to success for your online meetings
Procedures and pitfalls in online calls
Technical framework conditions
Video conferencing software providers
Behavior in telephone and video conferences (approx. 1.5 days)
Characteristics of communication on the telephone
The importance of body language, influence of voice, choice of language, facial expressions and gestures
Perception of breathing, voice pitch, articulation and posture as well as personal perception
Active listening
Radiating confidence and competence
Service-oriented greeting, successful and active conversation skills
Invitation, preparation and follow-up
Making customer-oriented telephone calls (approx. 1.5 days)
Structure and organization of a telephone call
Definition and implementation of call objectives
Successful and active call management
Solution-oriented conversation
Saying goodbye at the end of the call
Forwarding a call
Preparation, follow-up and recording of a telephone call
Measures in the event of threats/attacks
Conflict management (approx. 0.5 days)
Causes of a conflict
Conflict models
Obstacles to communication
Stages of conflict management
Roles within conflict management
Project work (approx. 2 days)
To consolidate the content learned
Presentation of the project results
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
Changes are possible. The course content is updated regularly.
You will gain confidence in dealing with customers and know the basics of communication in the digital age with traditional and modern means of communication such as email and video conferencing. You will also be able to deal with complaints, process them and thus optimize customer satisfaction. You can design complaint management systems and know that the focus here is on increasing customer orientation.
This course is aimed at anyone whose daily work involves contact with customers or whose area of responsibility involves external communication.
Good communication skills are very important in all professions with customer contact. Your new knowledge will improve your career prospects in the long term.
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).