Geprüfter Berufsspezialist als Fachberater für Servicemanagement/Geprüfte Berufsspezialistin als Fachberaterin für Servicemanagement

Preparatory courses for the examination take place, for example, at educational centers of Chambers of Industry and Commerce (IHK) and other educational institutions. For digital learning forms (e.g., virtual classroom) and distance learning, the learning locations are at home; if necessary, training rooms are used for in-person phases. For combined learning forms (e.g., blended learning), training rooms are used for in-person events, and home for online learning units.

This is an advanced vocational training profession. It is an advanced training examination according to the regulations of the Chambers of Industry and Commerce (IHK); participation in preparatory courses is not required. The duration of the training varies depending on the educational offer and learning format. Vocational specialists as expert consultants for service management ensure the highest service quality in the service sector and across industries. They design service experiences and improve interaction with customers and employees. In doing so, they analyze and optimize service processes and implement them, for example, in complaint and conflict management. Furthermore, they develop concepts to increase and ensure customer satisfaction, thereby promoting long-term customer loyalty. As an interface between customers and employees, they coordinate projects and ensure their smooth execution. In addition, they support change management.

Varies depending on the educational offer and learning format.

Distribution of hours (example): Learning and Working Methodology: 10 hours, Business Management Activities: 90 hours, Communication and Conflict Management: 110 hours, Organizing and Leading: 90 hours, Service Management: 150 hours. Total hours: 450 hours.

Course fees apply for attending preparatory courses, and examination fees for the examination itself. Additional costs may arise, for example, for work materials, travel to the training location, or external accommodation. Funding Opportunities: Preparatory courses for the advanced training examination can be financially supported according to the Advanced Vocational Training Promotion Act (Aufstiegsfortbildungsförderungsgesetz). Further information: Aufstiegs-BAföG - Promotion for Advancement. Funding for particularly talented young professionals: Stiftung Begabtenförderung berufliche Bildung (SBB) - Further Education Scholarship.

Business Management Activities: Recording and analyzing tasks and processes in a service company, considering marketing goals and implementing marketing measures, managing services, considering corporate culture in service. Communication and Conflict Management: Designing communication appropriately for the situation, optimizing conflict resolution, considering intercultural differences in communication, preparing and conducting moderations and presentations, using digital communication media. Organizing and Leading: Guiding and motivating employee teams, promoting teamwork, using project management methods, considering aspects of human resources management. Service Management: Considering customer needs and customer orientation, designing interaction with customers, designing digital customer relationships, optimizing service-oriented behavior, designing individual health prevention, implementing security management requirements.

To successfully pass this advanced training examination, in-depth knowledge in the following areas is beneficial: communication and negotiation techniques (e.g., to adapt to customers and convey messages effectively), business/law (e.g., to manage services), and employee leadership and guidance (e.g., to lead and motivate project groups).

The advanced training consists of theoretical and practical instruction. Depending on the educational offer, one should be prepared for the following conditions: Instruction times are typically part-time advanced training on weekends or evenings, or as block instruction. For digital learning formats (e.g., virtual classroom), learning occurs exclusively via electronic learning platforms and systems (primarily from home in a classroom setting). For combined learning formats (e.g., Blended Learning), there are in-person events in a classroom setting at the educational institution and self-directed learning via electronic learning platforms and systems from home. For distance learning, the learning material is processed individually from home (requiring high self-discipline and work organization); additional in-person phases at the educational institution may also occur.

Participation in preparatory courses is not remunerated.

The following advanced training alternatives are available for the profession of Service Management Specialist Consultant: Marketing and Advertising Sector: Certified Marketing Specialist (Geprüfter Fachwirt für Marketing) - Bachelor Professional in Marketing, Business Administrator (Fachschule) for Marketing Communication - Bachelor Professional in Business, Business Administrator (Fachschule) for Sales/Marketing - Bachelor Professional in Business, Business Administrator (Fachschule) for General Business Administration - Bachelor Professional in Business. Commonality: Performing specialist and leadership tasks in the planning, implementation, and control of market-related activities.

2017: Entry into force of the special legal regulation for the IHK (Chamber of Industry and Commerce) advanced training examination 'Fachberater/in für Servicemanagement IHK' (Specialist Consultant for Service Management IHK) by the IHK Frankfurt am Main. 2020: Amendment of the Vocational Training Act (BBiG) and the Crafts Code (HWO): including the introduction of the advanced training qualifications 'Geprüfte/r Berufsspezialist/in' (Certified Professional Specialist), 'Bachelor Professional', and 'Master Professional' to emphasize the equivalence of vocational and academic education. The use of professional titles depends on the enactment of corresponding new advanced training regulations. 2025: Entry into force of the special legal regulation for the advanced training examination of the IHK Frankfurt am Main with the qualification 'Berufsspezialist/in als Fachberater/in für Servicemanagement' (Professional Specialist as Specialist Consultant for Service Management). Simultaneously, the special legal regulation for the IHK advanced training examination 'Fachberater/in für Servicemanagement IHK' of the IHK Frankfurt am Main will cease to be in force.

Qualification Titles: Certified Professional Specialist as Specialist Consultant for Service Management (Geprüfter Berufsspezialist als Fachberater für Servicemanagement/Geprüfte Berufsspezialistin als Fachberaterin für Servicemanagement), Specialist Consultant for Service Management IHK (Fachberater für Servicemanagement IHK/Fachberaterin für Servicemanagement IHK).

Certified Professional as Service Management Specialist Advisor is a vocational advanced training. The examination is regulated by the legal provisions of the respective Chambers of Industry and Commerce (IHK). It is not required to attend a course to be admitted to the examination.

After their advanced training, Certified Professionals as Service Management Specialist Advisors work in companies in almost all economic sectors. You can keep your specialist knowledge up-to-date, bring it to the latest standard, and expand it through adaptive advanced training. The range of topics extends from customer service to marketing. To advance professionally, career-advancing advanced training courses, specifically designed for graduates of advanced training and building on existing qualifications, can expand and complement your competence profile. It is a logical step to take the examination as a Business Administrator for Marketing Communication. If you have a university entrance qualification, you can also pursue higher education (Studium) and, for example, acquire a Bachelor's degree in Business Administration. Starting your own business is also possible.

For the examination, the responsible Chambers of Industry and Commerce (IHK) issue examination regulations. For example: Special legal regulation for the recognized advanced training qualification with the designation Certified Professional as Service Management Specialist Advisor from 19.02.2025 (IHK Frankfurt am Main) or Special legal regulation for the IHK advanced training examination Service Management Specialist Advisor (IHK) from 01.06.2023 (IHK Fulda). The responsible bodies offer different qualifications. Overview of the responsible Chambers of Industry and Commerce: Certified Professional as Service Management Specialist Advisor, regulations of the responsible bodies for vocational advanced training; Service Management Specialist Advisor, regulations of the responsible bodies for vocational advanced training.

The prerequisite for admission to the advanced training examination is usually: a successfully completed final examination in a recognized service or service-specific vocational training (Ausbildung) and subsequent professional experience of at least 6 months; or a successfully completed final examination in another recognized vocational training (Ausbildung) and subsequent professional experience of at least 1 year; or professional experience of at least 4 years.