Microsoft Office driver's license and customer service with CRM

Computer basics (full-time 5 days/part-time 10 days)

The computer and its components

First steps in the browser

Operating systems and software

Getting started with Windows 11

Using Windows 11 apps

Working with desktop apps and windows

Getting to know File Explorer

Managing files and folders

Searching for files and folders

Cloud storage

Making system settings

Useful apps

Printing with Windows 11

Networks

Access to public networks

Password protection and data security management

Protection against viruses and malware

Ergonomic and environmental aspects

Word processing with Word (full-time 5 days/part-time 10 days)

Basics of text input and processing

Character, paragraph, page and document formatting

Using format templates

Using tables, graphics and shapes

Saving, printing and protecting documents

Creating form letters

Editing and correction functions

Designing page layouts and multi-page documents

Spreadsheet calculation with Excel (full-time 10 days/part-time 20 days)

Basics of table editing

Working with formulas and functions

Formatting cells, editing and printing tables

Filling, moving and copying

Sorting and filtering data

Calculating with date and time

Creating and editing charts

Using chart templates and chart layouts

Manage workbooks

Use individual print settings

Using Excel templates

Online basics with Internet browsers and Outlook (full-time 5 days/part-time 10 days)

Internet, web and e-mail

Insight into the Internet

Working safely on the Internet

Data protection and copyright

Online shopping and banking

Online communities and social networks

Getting to know Outlook

Creating and sending emails

Receiving and managing emails

Keeping track of emails

Working with contacts and address book

Organizing appointments and meetings

Create and manage tasks

Presentations with PowerPoint (full-time 5 days/part-time 10 days)

Overview

The user interface

First steps with PowerPoint

Basics of working with presentations

Editing placeholders with text content

Copying and moving elements

Using the PowerPoint help function

Using views in PowerPoint effectively

Working with different slide elements

Screen presentations

Basic text design

Working with your own templates

Printing and managing presentations

Creating and designing drawing objects

Using graphics and media clips

Placing and aligning objects

Organizational charts and other SmartArt graphics

Create and design diagrams

IT security (full-time 5 days/part-time 10 days)

Basic knowledge of cybercrime

Dealing with data and security

Network structures

Security in networks

Software updates

Encryption and password protection (including two-factor authentication)

Common malware

Targeted protection against viruses and malware

Use antivirus software and firewall

Data protection and backups

Phishing emails and social engineering

Secure communication on the Internet

Security on the internet and when using online services and social media

Incident management and responding to security incidents

Databases with Access (full-time 5 days/part-time 10 days)

Working with databases

Creating and managing databases

What is Access?

Using the Access help function

Entering and editing data in tables

Creating and editing tables

Relationships between tables

Field properties

Searching, replacing and sorting data

Working with filters

Entering and editing data in forms

Creating forms (manually)

Working with queries

Creating queries

Editing database objects

Creating reports and labels

Working with reports

Defining indices

Printing data

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