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Certificates: Certificate "Customer service with CRM"
CompTIA A+" certificate -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
CompTIA A+ Zertifizierungsprüfungen 220-1101 und 220-1102 -
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
Customer service with CRM
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
Network Administration: Service and Support (CompTIA A+)
Mobile devices (approx. 3 days)
Laptop hardware and components
Display components
Accessories and connections
Network connection for mobile devices
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Networks (approx. 3 days)
Connections, protocols and purposes of Transmission Control Protocol (TCP) and User Datagram Protocol (UDP)
Common network hardware
Protocols for wireless networks
Services provided by network hosts
Simple wired/wireless networks for small offices (Small Office/Home Office, SOHO)
Network configuration concepts (DNS, DHCP, VLAN, VPN)
Internet connection types and network types
Network tools
Hardware (approx. 4 days)
Basic cable types and connector types
RAM types
Memory devices
Main boards, central processing units (CPUs) and additional cards
Suitable power supply
Multifunction devices/printers
Printer consumables
Virtualization and cloud computing (approx. 2 days)
Cloud computing concepts
Customer-side virtualization
Hardware and network troubleshooting (approx. 4 days)
Best practices for problem solving
Problems related to motherboards, RAM, CPU and power supply
Problems with storage devices and RAID arrays
Video, projector and display issues
Common problems with mobile devices
Printer errors
Problems with wired and wireless networks
Project work/case study, certification preparation and certification exam (approx. 4 days)
CompTIA A+ 220-1101
Operating systems (approx. 4 days)
Basic features of different versions of Microsoft Windows
Suitable Microsoft command line tools
Windows functions and tools
Suitable Microsoft Windows Control Panel utilities
Suitable Windows settings
Configure Microsoft Windows network on a client/desktop
Application installation and configuration concepts
Common operating system types: Windows, Linux, macOS, Chrome OS, iPadOS, iOS, Android
Operating system installations and upgrades
Functions and tools of macOS/desktop operating systems
Functions and tools of Linux client/desktop operating systems
Safety (approx. 4 days)
Various security measures
Wireless security protocols and authentication methods
Detecting, removing and preventing malware with suitable tools and methods
Social engineering attacks, threats and vulnerabilities
Basic security settings in the Microsoft Windows operating system
Workstation configuration
Protection of mobile and embedded devices
Data destruction and disposal methods
Security settings for wired and wireless networks in small offices
Browser and relevant security settings
Software troubleshooting (approx. 4 days)
Troubleshooting problems with Microsoft Windows operating systems
Troubleshooting errors and security flaws on a PC
Procedures for removing malware
Problems with mobile device operating systems
Problems with the security of mobile device operating systems
Workflows (approx. 3 days)
Documentation and support system information management
Change management
Backup and restore of a workstation
Security procedures
Environmental impact and local environmental controls
Prohibited content/activities and privacy, licensing and policy concepts
Appropriate communication techniques and professionalism
Scripting basics
Remote access technologies
Project work/case study, certification preparation and certification exam (approx. 5 days)
CompTIA A+ 220-1102
Changes are possible. The course content is updated regularly.
You are familiar with the most common hardware and software technologies in companies and have the knowledge required to support complex IT infrastructures. You can assemble components according to customer requirements, install, configure and maintain devices, PCs and software for end users, correctly diagnose, solve and document typical hardware and software problems.
You also have a holistic understanding of CRM. You are able to analyze and optimize customer relationships.
IT beginners who want to acquire good basic knowledge.
With a CompTIA A+ certification, you will obtain a vendor-independent, globally recognized certification that proves your skills as an entry-level IT professional. IT service and support technicians with this knowledge are employed directly by IT service providers as well as in-house by companies in all industries.
You will also gain in-depth knowledge of customer relationship management (CRM). After the course, you will be able to take on responsible tasks in customer service.
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).