{"id":624,"date":"2021-02-25T20:36:03","date_gmt":"2021-02-25T19:36:03","guid":{"rendered":"http:\/\/www.cerpeg.fr\/bcpmcv\/?p=624"},"modified":"2021-02-25T20:36:03","modified_gmt":"2021-02-25T19:36:03","slug":"3-3-gerer-les-reclamations","status":"publish","type":"post","link":"https:\/\/www.cerpeg.fr\/bcpaccueil\/3-3-gerer-les-reclamations\/","title":{"rendered":"3.3 G\u00e9rer les r\u00e9clamations"},"content":{"rendered":"\n<div style=\"height:56px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-white-color has-pale-cyan-blue-background-color has-text-color has-background wp-block-heading\">Comp\u00e9tences <\/h3>\n\n\n\n<ul><li>Recueillir les r\u00e9clamations<\/li><li>Interagir pour comprendre les motifs de r\u00e9clamation<\/li><li>Apporter une r\u00e9ponse \u00e0 la r\u00e9clamation et\/ou au m\u00e9contentement<\/li><li>Rendre compte des situations rencontr\u00e9es<\/li><\/ul>\n\n\n\n<div style=\"height:56px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-white-color has-pale-cyan-blue-background-color has-text-color has-background wp-block-heading\">Savoirs associ\u00e9s<\/h3>\n\n\n\n<ul><li>Le traitement des r\u00e9clamations<\/li><\/ul>\n\n\n\n<div style=\"height:36px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-white-color has-pale-cyan-blue-background-color has-text-color has-background wp-block-heading\">Crit\u00e8res d\u2019\u00e9valuation<\/h3>\n\n\n\n<ul><li>L\u2019\u00e9coute et les \u00e9changes permettent de comprendre les r\u00e9clamations<\/li><li>Les motifs sont clairement identifi\u00e9s<\/li><li>Une solution adapt\u00e9e clairement expliqu\u00e9e permet d\u2019apporter une r\u00e9ponse pertinente<\/li><li>La transmission des situations rencontr\u00e9es est effectu\u00e9e<\/li><\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comp\u00e9tences Recueillir les r\u00e9clamations Interagir pour comprendre les motifs de r\u00e9clamation Apporter une r\u00e9ponse \u00e0 la r\u00e9clamation et\/ou au m\u00e9contentement Rendre compte des situations rencontr\u00e9es Savoirs associ\u00e9s Le traitement des r\u00e9clamations Crit\u00e8res d\u2019\u00e9valuation L\u2019\u00e9coute et les \u00e9changes permettent de comprendre les r\u00e9clamations Les motifs sont clairement identifi\u00e9s Une solution adapt\u00e9e clairement expliqu\u00e9e permet d\u2019apporter une [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts\/624"}],"collection":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/comments?post=624"}],"version-history":[{"count":0,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts\/624\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/media?parent=624"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/categories?post=624"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/tags?post=624"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}