{"id":611,"date":"2021-02-24T08:15:27","date_gmt":"2021-02-24T07:15:27","guid":{"rendered":"http:\/\/www.cerpeg.fr\/capepc\/?p=611"},"modified":"2021-03-02T12:09:59","modified_gmt":"2021-03-02T11:09:59","slug":"3-5-recevoir-les-reclamations-courantes","status":"publish","type":"post","link":"https:\/\/www.cerpeg.fr\/capepc\/3-5-recevoir-les-reclamations-courantes\/","title":{"rendered":"3.5 Recevoir les r\u00e9clamations courantes"},"content":{"rendered":"\n<div style=\"height:40px\" 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 d\u00e9taill\u00e9es<\/h3>\n\n\n\n<ul><li>\u00c9couter et identifier clairement le type de r\u00e9clamation<\/li><li>Proposer une action corrective dans le cas d\u2019une r\u00e9clamation simple\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/li><li>Transf\u00e9rer les r\u00e9clamations non solutionn\u00e9es au responsable Expliquer au client la solution propos\u00e9e<\/li><\/ul>\n\n\n\n<div style=\"height:39px\" 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><li>La gestion du stress<\/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\">R\u00e9sultats attendus<\/h3>\n\n\n\n<ul><li>La r\u00e9clamation est identifi\u00e9e<\/li><li>La r\u00e9clamation est prise en compte rapidement<\/li><li>Une solution pertinente<\/li><li>est propos\u00e9e au client<\/li><li>Un climat de confiance avec le client est pr\u00e9serv\u00e9<\/li><\/ul>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Comp\u00e9tences d\u00e9taill\u00e9es \u00c9couter et identifier clairement le type de r\u00e9clamation Proposer une action corrective dans le cas d\u2019une r\u00e9clamation simple\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Transf\u00e9rer les r\u00e9clamations non solutionn\u00e9es au responsable Expliquer au client la solution propos\u00e9e Savoirs associ\u00e9s Le traitement des r\u00e9clamations La gestion du stress R\u00e9sultats attendus La r\u00e9clamation est identifi\u00e9e La r\u00e9clamation est prise en compte [&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\/capepc\/wp-json\/wp\/v2\/posts\/611"}],"collection":[{"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/comments?post=611"}],"version-history":[{"count":3,"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/posts\/611\/revisions"}],"predecessor-version":[{"id":687,"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/posts\/611\/revisions\/687"}],"wp:attachment":[{"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/media?parent=611"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/categories?post=611"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/capepc\/wp-json\/wp\/v2\/tags?post=611"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}