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Certificates: Complaint management" certificate
Original Microsoft certificate "Microsoft 365 Certified: Endpoint Administrator Associate" -
Examination: Practical project work with final presentations
Microsoft certification exam MD-102: Endpoint Administrator -
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
Microsoft Endpoint Administration
Windows Client Deployment (approx. 4 days)
Planning, Endpoint Analytics
Windows Autopilot
Microsoft Deployment Toolkit (MDT)
Remote administration, configuration
Identity and compliance management (approx. 2.5 days)
Manage identity in Azure Active Directory
Compliance policies for device platforms
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Management, maintenance and protection of devices (approx. 7 days)
Life cycle of devices
Device configuration
Device monitoring
Device updates
Endpoint protection
Management of apps (approx. 1.5 days)
Deploying and updating apps
App protection and configuration guidelines for iOS and Android
Project work (approx. 5 days)
To consolidate the content learned
Presentation of the results
Certification exam MD-102: Endpoint Administrator
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.
In addition, as an Endpoint Administrator you can take over the provision, configuration, backup, management and monitoring of Microsoft 365 networks and applications in your company.
(Specialist) computer scientists, IT and network specialists, people with practical experience and good knowledge in the IT sector (also career changers).
The globally standardized and recognized Microsoft certifications are among the most important manufacturer certifications with which you can improve your career prospects on the job market across all industries. Specialists with the relevant knowledge are in demand at both large and medium-sized companies.
You can also apply your newly acquired knowledge in direct customer contact and customer service. Complaint management is used in companies of all sizes and industries.
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).