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Certificates: Complaint management" certificate
"Retail Ready - Entry into the retail sector" certificate -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
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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: 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
Retail Ready - entry into the retail sector
Retail basics (approx. 2 days)
Structure and organization of the retail business
Tasks of the retail trade
Introduction to product ranges
Presentation of goods and prices
Overview: Forms of distribution and sales channels
Product knowledge (approx. 4 days)
Assortment classification
Production and nutrients of food
Textile raw materials and material composition
Labeling and storage (incl. shelf zones, product carriers)
Labeling and care of textiles
Handling packaging and sustainable packaging trends
Promotional placement of special offers
Dealing with unsaleable goods
Legal regulations (LMIV, Price Indication Regulation, textile labeling, etc.)
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies and
Possible applications in the professional environment
Cash register systems and payment methods (approx. 3 days)
Basics of checkout systems
Payment methods, incl. contactless, mobile, digital
Cash register organization and instructions
Cash register training: keyboard, scanner, checkout processes
Cash register accounting and difference clarification
Security features of banknotes
Customer contact and communication (approx. 2 days)
Advising and informing customers
Basis of communication and body language
Complaints, returns and exchanges
Special sales situations (approx. 1 day)
Recognizing and reacting to shoplifting
Dealing with accompanying persons (e.g. children, pets)
De-escalation with difficult customers
Assortment and sales management (approx. 2 days)
Assortment optimization and development
Merchandise management systems (insight and control)
Key sales figures and purchasing behavior
Analyzing customer structure
Inventory management and replenishment processes
Planning sales, income and costs
POS marketing and customer approach (approx. 2 days)
Sales and advertising concepts
pricing policy
Sales promotion
Visual merchandising
Customer loyalty programs
Location-based public relations
Insight into personnel management (approx. 1 day)
Planning personnel requirements and personnel costs
Selection and recruitment of employees
Scheduling and shift models
Project work (approx. 3 days)
To consolidate the content learned
Presentation of the project results
Changes are possible. The course content is updated regularly.
You are familiar with the organization of retail businesses, the handling of goods, checkout systems and customers as well as sales promotion measures. You are also familiar with the basics of sales management and personnel management.
You are also able to handle complaints and thus optimize customer satisfaction and improve customer loyalty to your company. You can design complaint management systems and know that the focus here is on increasing customer orientation.
All persons who wish to acquire basic knowledge in the retail trade, also for professional reorientation.
The course is also aimed at specialists and managers, employees from quality management and all employees who would like to work in complaints management in companies.
You will have a wide range of career prospects in sales, customer service and product presentation. The knowledge you acquire will qualify you for entry-level positions in retail.
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.
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).