{"id":606,"date":"2021-02-25T20:28:25","date_gmt":"2021-02-25T19:28:25","guid":{"rendered":"http:\/\/www.cerpeg.fr\/bcpmcv\/?p=606"},"modified":"2021-02-28T14:08:15","modified_gmt":"2021-02-28T13:08:15","slug":"2-5-traiter-les-retours-et-les-reclamations-du-client","status":"publish","type":"post","link":"https:\/\/www.cerpeg.fr\/bcpmcv\/2-5-traiter-les-retours-et-les-reclamations-du-client\/","title":{"rendered":"2.3 Traiter les retours et les r\u00e9clamations du client"},"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>Identifier le(s) probl\u00e8me(s) rencontr\u00e9(s) par le client <\/li><li>Proposer une solution adapt\u00e9e en tenant compte des proc\u00e9dures de l\u2019entreprise et de la r\u00e8glementation<\/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\">Comportements professionnels<\/h3>\n\n\n\n<ul><li>Faire face \u00e0 des situations conflictuelles ou stressantes avec calme et courtoisie<\/li><li>Faire preuve de r\u00e9activit\u00e9<\/li><li>Agir dans les limites de ses pr\u00e9rogatives<\/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>La gestion des conflits <\/li><li>La gestion du stress<\/li><li>La protection du consommateur<\/li><li>Les contentieux<\/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\">R\u00e9sultats attendus<\/h3>\n\n\n\n<ul><li>Un climat de confiance avec le client est pr\u00e9serv\u00e9<\/li><li>Le probl\u00e8me(s) rencontr\u00e9(s) par le client est (sont) clairement identifi\u00e9(s)<\/li><li>Les solutions apport\u00e9es sont pertinentes et conformes aux proc\u00e9dures de l\u2019entreprise et \u00e0 la r\u00e8glementation<\/li><\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comp\u00e9tences Identifier le(s) probl\u00e8me(s) rencontr\u00e9(s) par le client Proposer une solution adapt\u00e9e en tenant compte des proc\u00e9dures de l\u2019entreprise et de la r\u00e8glementation Comportements professionnels Faire face \u00e0 des situations conflictuelles ou stressantes avec calme et courtoisie Faire preuve de r\u00e9activit\u00e9 Agir dans les limites de ses pr\u00e9rogatives Savoirs associ\u00e9s La gestion des conflits La [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"_links":{"self":[{"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/posts\/606"}],"collection":[{"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/comments?post=606"}],"version-history":[{"count":6,"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/posts\/606\/revisions"}],"predecessor-version":[{"id":809,"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/posts\/606\/revisions\/809"}],"wp:attachment":[{"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/media?parent=606"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/categories?post=606"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpmcv\/wp-json\/wp\/v2\/tags?post=606"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}