{"id":1938,"date":"2023-11-03T11:29:10","date_gmt":"2023-11-03T10:29:10","guid":{"rendered":"https:\/\/abacformacio.com\/atencion-al-publico\/"},"modified":"2023-11-03T11:29:10","modified_gmt":"2023-11-03T10:29:10","slug":"atencion-al-publico","status":"publish","type":"post","link":"https:\/\/abacformacio.com\/es\/atencion-al-publico\/","title":{"rendered":"Atenci\u00f3n al P\u00fablico"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[48],"tags":[],"class_list":["post-1938","post","type-post","status-publish","format-standard","hentry","category-fb-apc-es"],"acf":{"codi_de_referencia":"FBAPC-88","data_inici":null,"data_final":null,"objectius":"C\u00f3mo aplicar t\u00e9cnicas de comunicaci\u00f3n en situaciones de atenci\u00f3n \/ asesoramiento al cliente.\nEn qu\u00e9 consisten las expectativas del cliente y por qu\u00e9 son importantes.\nA manejar las variables que afectan a la comunicaci\u00f3n con los clientes como el vocabulario en el tratamiento de incidencias, la como transmisi\u00f3n de seguridad, o la capacidad para dirigir la conversaci\u00f3n.\nQu\u00e9 es la comunicaci\u00f3n positiva, adquiriendo habilidades y actitudes para mejorar su efectividad.\nQu\u00e9 aspectos influyen en la percepci\u00f3n de un servicio de calidad.","continguts":"La importancia del cliente\n1.1 Importancia de la primera l\u00ednea de atenci\u00f3n: orientaci\u00f3n al cliente y tipolog\u00eda de clientes.\n1.2 Las expectativas del cliente.\n1.2.1 Defensa de la imagen de la compa\u00f1\u00eda frente al cliente.\nLa atenci\u00f3n cara al p\u00fablico\n2.1 Las actitudes para atender al p\u00fablico.\n2.2 El lenguaje no verbal: concepto.\n2.3 El lenguaje no verbal: la kinesia, la paraling\u00fc\u00edstica y la prox\u00e9mica\nPercepci\u00f3n profesional: calidad en la atenci\u00f3n al cliente\n3.1 Actitudes: estilos de conducta interpersonal.\n3.2 Motivaci\u00f3n.\n3.3 Cumplimiento de la demanda del cliente.\n3.4 Detecci\u00f3n de necesidades.\n3.4.1 Importancia de formular preguntas.\n3.4.2 Tipolog\u00eda de preguntas.\nTrato de incidencias\n4.1 Evitar implicarse emocionalmente.\n4.2 Empat\u00eda.\n4.3 Asertividad.\n4.4 Canalizaci\u00f3n y autocontrol emocional.\n4.5 Valorar el lenguaje y el tiempo.\n4.6 Lenguaje de colaboraci\u00f3n.\n4.7 Personalizar.\n4.8 Agradecer la queja.\n4.9 Cierre.","avaluacio_i_certificat":"Certificado de asistencia y aprovechamiento","calendari":"","horari":"","hores_lectives":12,"preu":"","informacio_addicional":"","filtros_tematica":["RRHH"],"filtros_tipos_cursos":["Bonificat per a treballadors"],"filtros_data_inici":["A petici\u00f3 del client"]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - 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