{"id":23979,"date":"2025-01-30T23:07:32","date_gmt":"2025-01-30T23:07:32","guid":{"rendered":"https:\/\/abexis.es\/index.php\/product\/tratamiento-y-gestion-de-quejas-y-reclamaciones-2\/"},"modified":"2025-06-16T12:08:17","modified_gmt":"2025-06-16T12:08:17","slug":"tratamiento-y-gestion-de-quejas-y-reclamaciones-2","status":"publish","type":"product","link":"https:\/\/abexis.es\/index.php\/product\/tratamiento-y-gestion-de-quejas-y-reclamaciones-2\/","title":{"rendered":"TRATAMIENTO Y GESTI\u00d3N DE QUEJAS Y RECLAMACIONES"},"content":{"rendered":"

1. Quejas y sugerencias.
\n 1.1. Introducci\u00f3n.
\n 1.2. \u00bfQu\u00e9 es una queja?
\n 1.3. Pasos a realizar ante las quejas.
\n 1.4. Descripci\u00f3n del proceso de gesti\u00f3n de quejas.
\n 1.5. El tratamiento de las quejas y la recogida de informaci\u00f3n.
\n 1.6. Contestaci\u00f3n de las quejas.
\n 1.7. Creaci\u00f3n de pol\u00edticas que aumenten la recepci\u00f3n de quejas.<\/p>\n

2. Las reclamaciones.
\n 2.1. Introducci\u00f3n.
\n 2.2. \u00bfQu\u00e9 son las hojas de reclamaciones?
\n 2.3. \u00bfC\u00f3mo se rellenan las hojas de reclamaciones?.
\n 2.4. \u00bfC\u00f3mo se tramitan las hojas de reclamaciones?
\n 2.5. Claves para realizar las cartas de reclamaciones.
\n 2.6. Competencias.
\n 2.7. Infracciones y sanciones.
\n 2.8. El arbitraje como alternativa.
\n 2.9. El marco legal y las ventajas del sistema arbitral.
\n 2.10. El convenio y el procedimiento.<\/p>\n

3. Atenci\u00f3n telef\u00f3nica de reclamaciones y quejas.
\n 3.1. Atender al tel\u00e9fono.
\n 3.2. Caracter\u00edsticas de la atenci\u00f3n telef\u00f3nica.
\n 3.3. El proceso de atenci\u00f3n telef\u00f3nica.
\n 3.4. Atenci\u00f3n de quejas, objeciones y reclamaciones.
\n 3.5. El lenguaje.<\/p>\n

4. Las reclamaciones por v\u00eda judicial.
\n 4.1. Introducci\u00f3n.
\n 4.2. El juicio y su finalidad.
\n 4.3. Negociar y resolver conflictos.
\n 4.4. Comparecencia, conciliaci\u00f3n pre-procesal, presentaci\u00f3n de la demanda, citaci\u00f3n y desarrollo de la vista.
\n 4.5. Sentencia.
\n 4.6. Concepto de da\u00f1o moral.<\/p>\n","protected":false},"excerpt":{"rendered":"

Adquirir los conocimientos que permitan al participante realizar correctamente la labor de tramitaci\u00f3n de las reclamaciones y las quejas en las empresas, hoja de reclamaciones, arbitraje y v\u00eda judicial.<\/p>\n","protected":false},"featured_media":23564,"template":"","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":""},"product_brand":[],"product_cat":[37],"product_tag":[],"class_list":["post-23979","product","type-product","status-publish","has-post-thumbnail","product_cat-comercio-y-marketing","first","instock","virtual","taxable","purchasable","product-type-simple"],"yoast_head":"\nTRATAMIENTO Y GESTI\u00d3N DE QUEJAS Y RECLAMACIONES -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/abexis.es\/index.php\/product\/tratamiento-y-gestion-de-quejas-y-reclamaciones-2\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta 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