{"product_id":"curso-de-gestao-das-reclamacoes","title":"Curso de Gestão das Reclamações","description":"\u003ch4\u003e\u003cspan\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eRecebe solicitações dos seus clientes e nem sempre sabe como lidar com elas?\u003c\/span\u003e\u003c\/span\u003e\u003c\/span\u003e\u003c\/h4\u003e\n\u003cp class=\"isSelectedEnd\"\u003e\u003cspan\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eUm cliente insatisfeito, uma conversa difícil ou uma resposta menos adequada pode transformar rapidamente uma consulta num problema maior.\u003c\/span\u003e\u003c\/span\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"isSelectedEnd\"\u003e\u003cspan\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eSe trabalha com atendimento ao cliente e já se sente incomodado em \u003c\/span\u003e\u003c\/span\u003e\u003c\/span\u003e\u003cstrong\u003e\u003cspan\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003esaber o que dizer, como agir ou como encontrar a melhor solução perante uma reclamação\u003c\/span\u003e\u003c\/span\u003e\u003c\/span\u003e\u003c\/strong\u003e\u003cspan\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e , este curso é para si.\u003c\/span\u003e\u003c\/span\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e🎯 \u003c\/span\u003e\u003c\/span\u003e\u003cstrong\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eO que vai aprender\u003c\/span\u003e\u003c\/span\u003e\u003c\/strong\u003e\u003c\/p\u003e\n\u003ctable style=\"width: 565px; height: 88.5625px;\"\u003e\n\u003cthead\u003e\n\u003ctr style=\"height: 22.1406px;\"\u003e\n\u003cth style=\"width: 167.734px; height: 22.1406px;\"\u003e\n\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e💬 \u003c\/span\u003e\u003c\/span\u003e\u003cstrong\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eComunicar\u003c\/span\u003e\u003c\/span\u003e\u003c\/strong\u003e\n\u003c\/th\u003e\n\u003cth style=\"width: 82.3594px; height: 22.1406px;\"\u003e\n\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e🤝 \u003c\/span\u003e\u003c\/span\u003e\u003cstrong\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eGerir\u003c\/span\u003e\u003c\/span\u003e\u003c\/strong\u003e\n\u003c\/th\u003e\n\u003cth style=\"width: 129.922px; height: 22.1406px;\"\u003e\n\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e🔎 \u003c\/span\u003e\u003c\/span\u003e\u003cstrong\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eAnalisar\u003c\/span\u003e\u003c\/span\u003e\u003c\/strong\u003e\n\u003c\/th\u003e\n\u003cth style=\"width: 156.984px; height: 22.1406px;\"\u003e\n\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e⭐ \u003c\/span\u003e\u003c\/span\u003e\u003cstrong\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eMelhorar\u003c\/span\u003e\u003c\/span\u003e\u003c\/strong\u003e\n\u003c\/th\u003e\n\u003c\/tr\u003e\n\u003c\/thead\u003e\n\u003ctbody\u003e\n\u003ctr style=\"height: 66.4219px;\"\u003e\n\u003ctd style=\"text-align: center; width: 167.734px; height: 66.4219px;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eComunicar antecipadamente situações de insatisfação\u003c\/span\u003e\u003c\/span\u003e\u003c\/td\u003e\n\u003ctd style=\"text-align: center; width: 82.3594px; height: 66.4219px;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eGerir queixas e clientes difíceis\u003c\/span\u003e\u003c\/span\u003e\u003c\/td\u003e\n\u003ctd style=\"text-align: center; width: 129.922px; height: 66.4219px;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eidentificar causas e necessidades do cliente\u003c\/span\u003e\u003c\/span\u003e\u003c\/td\u003e\n\u003ctd style=\"text-align: center; width: 156.984px; height: 66.4219px;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003e\u003cspan dir=\"auto\" style=\"vertical-align: inherit;\"\u003eTransformar o feedback em oportunidades de melhoria\u003c\/span\u003e\u003c\/span\u003e\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/tbody\u003e\n\u003c\/table\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003ch3 class=\"PDq2pG_selectionAnchorContainer\"\u003eMÓDULO 1 - \u003cspan class=\"PDq2pG_selectionAnchor\"\u003e\u003c\/span\u003eCompreender a Reclamação e a Experiência do Cliente | 4Horas\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003eConteúdos do módulo\u003c\/strong\u003e\u003cbr\u003eReclamação, insatisfação e feedback • Causas das reclamações • Expectativas e perceção do cliente • Experiência e jornada do cliente • Reclamação como oportunidade de melhoria\u003c\/p\u003e\n\u003cdiv class=\"group TyagGW_tableContainer\"\u003e\n\u003cdiv class=\"TyagGW_tableWrapper flex flex-col-reverse w-fit\" tabindex=\"-1\"\u003e\n\u003ctable class=\"w-fit min-w-(--thread-content-width)\"\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth class=\"last:pe-10\"\u003eAULA\u003c\/th\u003e\n\u003cth class=\"last:pe-10\"\u003eTEMA\u003c\/th\u003e\n\u003cth class=\"last:pe-10\"\u003eDURAÇÃO\u003c\/th\u003e\n\u003c\/tr\u003e\n\u003c\/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e01\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eReclamação, insatisfação e feedback\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e02\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003ePorque surgem as reclamações?\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e03\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eA experiência do cliente\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e04\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eDa reclamação à oportunidade\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/tbody\u003e\n\u003c\/table\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003ch3 class=\"PDq2pG_selectionAnchorContainer\"\u003eMÓDULO 2- \u003cspan class=\"PDq2pG_selectionAnchor\"\u003e\u003c\/span\u003eComunicar e Recuperar a Confiança\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003eConteúdos do módulo\u003c\/strong\u003e\u003cbr\u003eComunicação em contexto de reclamação • Barreiras à comunicação • Escuta ativa • Linguagem e canais • Gestão de emoções • Autocontrolo • Desescalada • Construção de respostas • Recuperação da confiança\u003c\/p\u003e\n\u003cdiv class=\"group TyagGW_tableContainer\"\u003e\n\u003cdiv class=\"TyagGW_tableWrapper flex flex-col-reverse w-fit\" tabindex=\"-1\"\u003e\n\u003ctable class=\"w-fit min-w-(--thread-content-width)\"\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth class=\"last:pe-10\"\u003eAULA\u003c\/th\u003e\n\u003cth class=\"last:pe-10\"\u003eTEMA\u003c\/th\u003e\n\u003cth class=\"last:pe-10\"\u003eDURAÇÃO\u003c\/th\u003e\n\u003c\/tr\u003e\n\u003c\/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e01\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eComunicar em contexto de reclamação\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e02\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eEscutar, compreender e adaptar a comunicação\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e03\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eGerir emoções e situações difíceis\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e04\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eDa tensão à solução\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/tbody\u003e\n\u003c\/table\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003ch3 class=\"PDq2pG_selectionAnchorContainer\"\u003eMÓDULO 3 - \u003cspan class=\"PDq2pG_selectionAnchor\"\u003e\u003c\/span\u003eTratar, Resolver e Melhorar\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003eConteúdos do módulo\u003c\/strong\u003e\u003cbr\u003eTratamento e acompanhamento de reclamações • Classificação e análise • Livro de Reclamações • Obrigações aplicáveis • Resolução Alternativa de Litígios • Gestão de reclamações • Indicadores • Melhoria contínua\u003c\/p\u003e\n\u003cdiv class=\"group TyagGW_tableContainer\"\u003e\n\u003cdiv class=\"TyagGW_tableWrapper flex flex-col-reverse w-fit\" tabindex=\"-1\"\u003e\n\u003ctable class=\"w-fit min-w-(--thread-content-width)\"\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth class=\"last:pe-10\"\u003eAULA\u003c\/th\u003e\n\u003cth class=\"last:pe-10\"\u003eTEMA\u003c\/th\u003e\n\u003cth class=\"last:pe-10\"\u003eDURAÇÃO\u003c\/th\u003e\n\u003c\/tr\u003e\n\u003c\/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e01\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eDo registo à resolução da reclamação\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e02\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eLivro de Reclamações e obrigações aplicáveis\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e03\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eConflitos de consumo e Resolução Alternativa de Litígios\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003e04\u003c\/strong\u003e\u003c\/td\u003e\n\u003ctd\u003eSistema de gestão de reclamações e melhoria contínua\u003c\/td\u003e\n\u003ctd\u003e—\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/tbody\u003e\n\u003c\/table\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp class=\"PDq2pG_selectionAnchorContainer\"\u003e\u003cstrong\u003eNeste curso terá acesso a:\u003c\/strong\u003e\u003cspan class=\"PDq2pG_selectionAnchor\"\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"\"\u003e📖 \u003cstrong\u003eManual de apoio\u003c\/strong\u003e\u003cbr\u003eConteúdos organizados e estruturados para acompanhar a aprendizagem.\u003c\/p\u003e\n\u003cp\u003e💭 \u003cstrong\u003eAtividades de reflexão\u003c\/strong\u003e\u003cbr\u003eMomentos de reflexão e aplicação dos conteúdos ao contexto profissional.\u003c\/p\u003e\n\u003cp\u003e📝 \u003cstrong\u003eAvaliação final do módulo\u003c\/strong\u003e\u003cbr\u003eAtividade de avaliação para consolidação e verificação das aprendizagens.\u003c\/p\u003e\n\u003cp\u003e🧰 \u003cstrong\u003eFOCO na Prática\u003c\/strong\u003e\u003cbr\u003eModelos e documentos editáveis para download, que poderá personalizar e adaptar à realidade da sua organização.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"A minha loja","offers":[{"title":"Default Title","offer_id":54621160014163,"sku":null,"price":16.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1096\/8216\/4051\/files\/ChatGPTImage18_08_2026_17_44_16.png?v=1787071473","url":"https:\/\/foconoonline.com\/products\/curso-de-gestao-das-reclamacoes","provider":"A minha loja","version":"1.0","type":"link"}