This course provides you with theoretical and practical knowledge from key business fields. You’ll apply and deepen your understanding of the technical terms and professional communication skills required in a workplace setting through hands-on exercises. You’ll then learn how to use CRM for customer service, retention, and acquisition. Insights into CRM software and the use of artificial intelligence in the workplace will round out your knowledge.
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Certificates: Goethe-Test PRO" certificate
Certificate "Customer service with CRM" -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
Goethe-Test PRO -
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: 12 Weeks
Job-related German language support for the commercial and technical sector
Professional Communication in the Workplace (approx. 1 day)
Communication in Typical Professional Situations
Using job-related technical terms in a work context
Understanding job-related texts, work instructions, and company information
Understanding Conversations and Meetings in a Professional Context
Business Correspondence (approx. 2 days)
Layout and Design of Business Letters
Modern salutations and opening lines
Writing Customer-Focused Letters and Emails
AI-powered writing assistance for emails and letters
Reporting in the Workplace
Creating Cover Letters in Accordance with DIN 5008
Artificial Intelligence (AI) in Professional Communication (approx. 1 day)
Overview of AI Tools in the Professional Workplace
Using AI to Support Professional Correspondence
Creating and Optimizing Professional Texts with AI
Opportunities and Limitations of AI in Everyday Work
Professional field of communication management (approx. 3 days)
Communication in the company
Forms of communication in teams
Meetings and presentations
Conflict management
Conducting appraisal interviews
Conducting job interviews
Sales and consultation meetings
Writing offers
Trade fairs and product presentations
Processing complaints
Business Field (approx. 6 days)
Fundamentals of Human Resources, Management, and Labor Law
Fundamentals of Finance and Controlling
Structure and Content of Payroll Processing
Understanding and Interpreting Operational Analyses, Charts, and Statistics
Professional field of marketing (approx. 6 days)
Basics of advertising
Market analysis and market research
Online marketing and e-commerce
Marketing communication
Use of AI in the creation of marketing texts
Business Processes (approx. 7 days)
Restructuring and Process Management
Process Changes Within the Company
Digital Transformation
Energy Management and
Environmental Protection in the Company
Project Management
Occupational field logistics and trade (approx. 8 days)
Production and
Purchasing and procurement
Delivery and transportation
Retail trade
Project work, certification preparation and certification exam "Goethe-Test PRO" (approx. 6 days)
Customer service with CRM
Fundamentals and strategic CRM (approx. 2 days)
CRM as a strategic corporate function
Companyblueprint: company processes
CRM vs. pure software solution
Business models and 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 and individual relationships (approx. 1 day)
Definition of the customer world
Customer journey, customer experience
Customer needs-demands-motives
ERP and operational CRM (approx. 1 day)
Resource planning and business contexts
CRM in the value chain
Synergy between sales, marketing & service
Data protection and GDPR (approx. 1 day)
Data protection
GDPR in marketing and 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 and 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 and Customer Satisfaction (approx. 2 days)
Customer Relationship Cycle
Satisfaction management: NPS, CSAT, KANO and parameters for optimization
Customer acquisition, customer loyalty and increasing profitability (approx. 2 days)
Account-Based Marketing (ABM)
Strategic acquisition processes
Loyalty programs
Increasing 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.
The course provides you with the necessary know-how for employment as a commercial and technical specialist, including job-related German language training, in order to achieve successful integration into the German labor market.
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.
The course is also aimed at international professionals with a business or technical background who wish to improve their technical and job-related communication skills in order to enter the German job market.
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.
In addition, the course provides you with job-specific German language training so you can draft business correspondence in accordance with current guidelines and communicate confidently with both internal and external stakeholders. With the “ alfatraining ” certificate, you can demonstrate the professional skills you’ve acquired, making it easier for you to enter the workforce and advance in your career.
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).