{"id":25747,"date":"2016-04-11T11:28:18","date_gmt":"2016-04-11T11:28:18","guid":{"rendered":"https:\/\/desarrollo.clusterturismogalicia.com\/formacion-para-mellorar-a-atencion-ao-cliente-co-proxecto-anfitrions\/"},"modified":"2016-04-11T11:28:18","modified_gmt":"2016-04-11T10:28:18","slug":"formacion-para-mellorar-a-atencion-ao-cliente-co-proxecto-anfitrions","status":"publish","type":"post","link":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/formacion-para-mellorar-a-atencion-ao-cliente-co-proxecto-anfitrions\/","title":{"rendered":"Formaci\u00f3n para mellorar a atenci\u00f3n ao cliente co Proxecto Anfitri\u00f3ns"},"content":{"rendered":"

En maio cel\u00e9branse en Lugo at\u00e9 20 sesi\u00f3ns de formaci\u00f3n para propietarios, mandos intermedios e persoal en contacto co cliente<\/h4>\n

Dentro das actuaci\u00f3ns contempladas no Plan de Turismo Espa\u00f1ol Horizonte 2020, dirixidas a diferenciar e potenciar a personalidade e o posicionamento de Espa\u00f1a como destino tur\u00edstico de primeira orde, en maio ponse en marcha unha nova iniciativa de formaci\u00f3n para os profesionais do sector tur\u00edstico. Tr\u00e1tase do Proxecto Anfitri\u00f3ns, PLAN DE FORMACI\u00d3N PRESENCIAL CULTURA DO DETALLE<\/a> que desde a Secretar\u00eda de Estado de Turismo de Espa\u00f1a e coa colaboraci\u00f3n da Axencia Turismo de Galicia, est\u00e1 a impulsarse para mellorar o valor ofrecido ao turista que visita o noso destino.<\/p>\n

O Proxecto Anfitri\u00f3ns nace as\u00ed como unha ferramenta para facilitar que os profesionais dos diversos subsectores tur\u00edsticos que se relacionan co visitante poidan mellorar a calidade do seu trato co mesmo, acheg\u00e1ndose as\u00ed \u00e1 cultura do detalle a trav\u00e9s dunha serie de cursos de formaci\u00f3n dirixidas aos profesionais que pretenden non s\u00f3 cubrir aquelas carencias en atenci\u00f3n ao cliente que actualmente existen sen\u00f3n introducirse nun proceso de mellora continua que evolucione as acci\u00f3ns de formaci\u00f3n\u00a0en funci\u00f3n das necesidades de cada momento, estimulando aos profesionais na s\u00faa formaci\u00f3n para a mellora da xesti\u00f3n da atenci\u00f3n ao cliente no marco das s\u00faas organizaci\u00f3ns.<\/p>\n

Os cursos ter\u00e1n unha duraci\u00f3n de 4 horas cada un e impartiranse un total de 20 cursos de tem\u00e1ticas distintas, realiz\u00e1ndose ao da semana do 2 ao 6 de maio e da semana do 23 ao 27 de maio de 2016. Cada profesional participante pode apuntarse ao n\u00famero de sesi\u00f3ns que queira e p\u00f3dense apuntar varias persoas dunha mesma organizaci\u00f3n.
\nO perfil do alumno \u00e9 o dun profesional en activo do sector tur\u00edstico que est\u00e1 en contacto co cliente e o de mandos intermedios e propietarios que te\u00f1en ao seu cargo persoal en contacto co cliente. Tr\u00e1tase por tanto de profesionais que atenden a visitantes da zona e arredores de calquera sector.<\/p>\n

Relaci\u00f3n de cursos presenciais en Galicia:<\/strong>
\nCurso para propietarios e mandos intermedios
\nLUGAR DE IMPARTICI\u00d3N:
\nArchivo Hist\u00f3rico Provincial de Lugo
\nCalle Cambria s\/n
\n27002 Lugo<\/p>\n\n\n\n\n<\/colgroup>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
\n

M\u00f3dulo 1. <\/b><\/span><\/span><\/span>Conocer al cliente<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

fechas<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

horario<\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

T\u00e9cnicas para realizar encuestas a clientes (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

02\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Claves para un sistema de atenci\u00f3n de quejas (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

02\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

M\u00f3dulo 2. <\/b><\/span><\/span><\/span>Empezar por el principio: la selecci\u00f3n del personal<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

T\u00e9cnicas para la selecci\u00f3n de personal con vocaci\u00f3n de servicio (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

03\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Dise\u00f1o y puesta en marcha de la formaci\u00f3n introductoria al puesto de trabajo (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

03\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

M\u00f3dulo 3. <\/b><\/span><\/span><\/span>Motivar para mejorar<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Bases para la motivaci\u00f3n del personal (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

04\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

F\u00f3rmulas f\u00e1ciles para la formaci\u00f3n continua (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

04\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

M\u00f3dulo 4. <\/b><\/span><\/span><\/span>Fomentar el trabajo en equipo<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Mejora de la comunicaci\u00f3n y servicio entre trabajadores de una misma empresa (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

05\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Direcci\u00f3n y animaci\u00f3n de reuniones (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

05\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

M\u00f3dulo 5. <\/b><\/span><\/span><\/span>Promover acuerdos<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Nociones b\u00e1sicas para dirigir con inteligencia emocional (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

06\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Detecci\u00f3n, negociaci\u00f3n y resoluci\u00f3n de conflictos de forma positiva (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

06\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n<\/colgroup>\n\n\n
\n

Cursos para personal en contacto co cliente<\/b><\/span><\/span><\/span><\/p>\n

LUGAR DE IMPARTICI\u00d3N:<\/b><\/span><\/span><\/span><\/p>\n

Oficina Agraria Comarcal de Mondo\u00f1edo<\/b><\/span><\/span><\/span><\/p>\n

R\u00faa Pardo de Cela, 22<\/b><\/span><\/span><\/span><\/p>\n

27740 Mondo\u00f1edo (Lugo)<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n\n<\/colgroup>\n\n\n\n\n
\n

M\u00f3dulo 1. <\/b><\/span><\/span><\/span>Conocer al cliente<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

fechas<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

horario<\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Tipolog\u00edas y comportamiento del cliente (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

23\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Atenci\u00f3n a clientes con necesidades especiales (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

23\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n<\/colgroup>\n\n\n
\n

M\u00f3dulo 2. <\/b><\/span><\/span><\/span>Claves de la atenci\u00f3n al cliente<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n\n<\/colgroup>\n\n\n\n
\n

F\u00f3rmulas para acoger amablemente (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

24\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Como mejorar gracias a las quejas de los clientes (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

24\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n<\/colgroup>\n\n\n
\n

M\u00f3dulo 3. <\/b><\/span><\/span><\/span>Comunicaci\u00f3n efectiva<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n\n<\/colgroup>\n\n\n\n
\n

Comunicaci\u00f3n eficaz con el cliente (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

25\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

C\u00f3mo sonre\u00edr por tel\u00e9fono, correo electr\u00f3nico y redes sociales (4 horas)<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n

\n

25\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n<\/colgroup>\n\n\n
\n

M\u00f3dulo 4. <\/b><\/span><\/span><\/span>Trabajar en equipo<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n\n<\/colgroup>\n\n\n\n
\n

La importancia del trabajo en equipo (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

26\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Actitud positiva y mejora continua (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

26\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n<\/colgroup>\n\n\n
\n

M\u00f3dulo 5. <\/b><\/span><\/span><\/span>\u00bfQu\u00e9 me recomienda?<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n\n<\/colgroup>\n\n\n\n
\n

Recomienda servicios y promociones de tu empresa (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

27\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

10:00 \u2013 14:00<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Recomienda lugares y servicios de tu destino (4 horas)<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

27\/05\/2016<\/span><\/span><\/span><\/p>\n<\/td>\n

\n

15:30 \u2013 19:30<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Poden solicitar m\u00e1is informaci\u00f3n e inscribirse a trav\u00e9s do tel\u00e9fono 666 412 521 (persoa de contacto: Ricard Edo), en horario de 10:00 \u2013 14:00 e de 16:00 \u2013 18:00 ou inscribirse a trav\u00e9s do correo electr\u00f3nico areacalidad@minetur.es<\/a><\/p>\n

\n","protected":false},"excerpt":{"rendered":"

En maio cel\u00e9branse en Lugo at\u00e9 20 sesi\u00f3ns de formaci\u00f3n para propietarios, mandos intermedios e persoal en contacto co cliente Dentro das actuaci\u00f3ns contempladas no Plan de Turismo Espa\u00f1ol Horizonte 2020, dirixidas a diferenciar e potenciar a personalidade e o posicionamento de Espa\u00f1a como destino tur\u00edstico de primeira orde, en maio ponse en marcha unha … Ler m\u00e1is<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-25747","post","type-post","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/posts\/25747","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/comments?post=25747"}],"version-history":[{"count":0,"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/posts\/25747\/revisions"}],"wp:attachment":[{"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/media?parent=25747"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/categories?post=25747"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/desarrollo.clusterturismogalicia.com\/gl\/wp-json\/wp\/v2\/tags?post=25747"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}