{"id":160401,"date":"2024-04-29T11:29:23","date_gmt":"2024-04-29T11:29:23","guid":{"rendered":"https:\/\/www.dev.omt.ie.graspway.com\/product\/servicio-al-cliente-en-el-sector-turismo"},"modified":"2024-10-14T13:32:59","modified_gmt":"2024-10-14T13:32:59","slug":"servicio-al-cliente-en-el-sector-turismo","status":"publish","type":"product","link":"https:\/\/www.dev.omt.ie.graspway.com\/fr\/produit\/servicio-al-cliente-en-el-sector-turismo","title":{"rendered":"Service in the Tourism Sector"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=\u00a0\u00bb\u00a0\u00bb row_type=\u00a0\u00bbrow\u00a0\u00bb use_row_as_full_screen_section=\u00a0\u00bbno\u00a0\u00bb type=\u00a0\u00bbfull_width\u00a0\u00bb angled_section=\u00a0\u00bbno\u00a0\u00bb text_align=\u00a0\u00bbleft\u00a0\u00bb background_image_as_pattern=\u00a0\u00bbwithout_pattern\u00a0\u00bb z_index=\u00a0\u00bb\u00a0\u00bb][vc_column]<div class=\"qode-advanced-tabs qode-advanced-tabs qode-advanced-horizontal-tab clearfix qode-advanced-tab-without-icon qode-advanced-tabs-column-3 clearfix\">\n\t<ul class=\"qode-advanced-tabs-nav\">\n\t\t\t\t\t<li>\n\t\t\t\t<h6>\n\t\t\t\t\t<a href=\"#tab-description\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"qode-advanced-tab-text-after-icon\">\n\t\t\t\t\t\t\t\tDescription\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/h6>\n\t\t\t<\/li>\n\t\t\t\t\t<li>\n\t\t\t\t<h6>\n\t\t\t\t\t<a href=\"#tab-profil\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"qode-advanced-tab-text-after-icon\">\n\t\t\t\t\t\t\t\tProfil\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/h6>\n\t\t\t<\/li>\n\t\t\t\t\t<li>\n\t\t\t\t<h6>\n\t\t\t\t\t<a href=\"#tab-instructeurs\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"qode-advanced-tab-text-after-icon\">\n\t\t\t\t\t\t\t\tInstructeurs\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/h6>\n\t\t\t<\/li>\n\t\t\t<\/ul>\n\t<div class=\"qode-advanced-tab-container\" id=\"tab-description-65\" data-icon-pack=\"\" data-icon-html=\"\">        <div class=\"vc_row vc_row-ie wpb_row section vc_row-fluid vc_inner md:flex\">\n            <div class=\"wpb_column vc_column_container\">\n                <div class=\"vc_column-inner \">\n                    <div class=\"wpb_wrapper\">\n                        <div class=\"wpb_text_column wpb_content_element\">\n                            <div class=\"wpb_wrapper\">\n                                <p><strong>Format<\/strong><\/p>\n                            <\/div>\n                        <\/div>\n                        <div class=\"vc_acf vc_txt_align_left field_5b509ce04a663\">En ligne<\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n            <div class=\"wpb_column vc_column_container\">\n                <div class=\"vc_column-inner \">\n                    <div class=\"wpb_wrapper\">\n                        <div class=\"wpb_text_column wpb_content_element\">\n                            <div class=\"wpb_wrapper\">\n                                <p><strong>Calendrier<\/strong><\/p>\n                            <\/div>\n                        <\/div>\n                        <div class=\"vc_acf vc_txt_align_left field_5b509ce94a664\">8 heures<\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n            <div class=\"wpb_column vc_column_container\">\n                <div class=\"vc_column-inner \">\n                    <div class=\"wpb_wrapper\">\n                        <div class=\"wpb_text_column wpb_content_element\">\n                            <div class=\"wpb_wrapper\">\n                                <p><strong>Langue<\/strong><\/p>\n                            <\/div>\n                        <\/div>\n                        <div class=\"vc_acf vc_txt_align_left field_5b51cfc1838b9\">\n                            Espagnol                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n            <div class=\"wpb_column vc_column_container\">\n                <div class=\"vc_column-inner \">\n                    <div class=\"wpb_wrapper\">\n                        <div class=\"wpb_text_column wpb_content_element\">\n                            <div class=\"wpb_wrapper\">\n                                <p><strong>Dur\u00e9e<\/strong><\/p>\n                            <\/div>\n                        <\/div>\n                        <div class=\"vc_acf vc_txt_align_left field_5b51d009838bb\">4 semaines<\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n            <div class=\"wpb_column vc_column_container\">\n                <div class=\"vc_column-inner \">\n                    <div class=\"wpb_wrapper\">\n                        <div class=\"wpb_text_column wpb_content_element\">\n                            <div class=\"wpb_wrapper\">\n                                <p><strong>Prix<\/strong><\/p>\n                            <\/div>\n                        <\/div>\n                        <div class=\"vc_acf vc_txt_align_left field_5b51d010838bc\"><span class=\"woocommerce-Price-amount amount\"><bdi><span class=\"woocommerce-Price-currencySymbol\">&euro;<\/span>30<\/bdi><\/span><\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n            <div class=\"wpb_column vc_column_container\">\n                <div class=\"vc_column-inner \">\n                    <div class=\"wpb_wrapper\">\n                        <div class=\"wpb_text_column wpb_content_element\">\n                            <div class=\"wpb_wrapper\">\n                                <p><strong>Institution<\/strong><\/p>\n                            <\/div>\n                        <\/div>\n                        <div class=\"vc_acf vc_txt_align_left field_5b51d010838bc\">IESA - UNIKEMIA<\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n                    <div class=\"items-start md:flex text-left my-8\">\n                <div class=\"font-monserrat md:w-5\/6\">\n                    <p><span data-sheets-root=\"1\">Le service client dans le secteur du tourisme est une formation en ligne con\u00e7ue pour ceux qui souhaitent comprendre et mettre en \u0153uvre des strat\u00e9gies de service client de pointe dans l&rsquo;industrie du tourisme. Cette formation couvre cinq modules essentiels qui traitent des derni\u00e8res tendances et des meilleures pratiques, allant de la ma\u00eetrise de la carte de l&rsquo;exp\u00e9rience client (CX) \u00e0 l&rsquo;application d&rsquo;\u00e9tudes de cas pratiques. Vous b\u00e9n\u00e9ficierez d&rsquo;un riche m\u00e9lange de contenu multim\u00e9dia, y compris des conf\u00e9rences vid\u00e9o, des infographies et des analyses d&rsquo;experts. En suivant cette formation, vous acquerrez des comp\u00e9tences essentielles pour anticiper les besoins des clients, am\u00e9liorer la qualit\u00e9 du service et cr\u00e9er des exp\u00e9riences m\u00e9morables. La certification est d\u00e9livr\u00e9e apr\u00e8s avoir r\u00e9ussi les auto-\u00e9valuations avec un score de 70 % ou plus.<\/span><\/p>\n                <\/div>\n                <div class=\"text-white info-box md:ml-10 md:mt-16 mt-4 bg-omt-blue\">\n                    <h1 class=\"text-white text-left font-monserrat font-bold\">Informations importantes :<\/h1>\n                    <div class=\"pl-8\">\n                        <ul class=\"text-white font-opensans font-thin text-left\">\n                                                            <li class=\"text-white\">Candidatures ouvertes :\u00c0 tout moment<\/li>\n                                                                                        <li class=\"text-white\">Date limite prioritaire : \u00c0 tout moment<\/li>\n                                                    <\/ul>\n                    <\/div>\n                    <p class=\"text-white font-opensans text-left\">\n                        Vous souhaitez inscrire plusieurs utilisateurs ? Besoin de plus d'informations sur cette formation ? Contactez-nous !                    <\/p>\n                    <a class=\"mt-3 text-left flex text-omt-gray-blue align-top\" href=\"mailto:toa@ie.edu\">\n                        <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"#ffffff\" stroke-linecap=\"round\" stroke-linejoin=\"round\" width=\"24\" height=\"24\" stroke-width=\"1.5\">\n                        <path d=\"M3 7a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v10a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2v-10z\"><\/path>\n                        <path d=\"M3 7l9 6l9 -6\"><\/path>\n                        <\/svg>\n                        <strong class=\"ml-3\">toa@ie.edu<\/strong>\n                    <\/a>\n                <\/div>\n            <\/div>\n                                    <div class=\"banner-container mt-8 hidden md:block\">\n                    <img decoding=\"async\" class=\"enroll-image rounded-lg lazyload\" data-src=\"https:\/\/www.dev.omt.ie.graspway.com\/wp-content\/uploads\/2021\/11\/fondo-visual-line-1-scaled.jpg\" alt=\"Enroll\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 2560px; --smush-placeholder-aspect-ratio: 2560\/2126;\">\n                    <div class=\"banner-content-ie\">\n                        <span class=\"banner-text md:text-4xl text-white\">D\u00e9marrez votre formation gratuitement d\u00e8s maintenant, payez une fois la formation termin\u00e9e pour recevoir votre certificat.<\/span>\n                        <button\n                        class=\"banner-button omt-button-end md:px-20 start_now_ie text-white\"\n                        data-product-ie=\"160401\"\n                        data-course-ie=\"course-v1:IESA_-_UNIKEMIA+001+2024\"\n                        data-username-ie=\"\"\n                        > \n                            <span class=\"flex align-center\">\n                                D\u00e9marrez \n                                <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\" fill=\"currentColor\" class=\"ml-2 bi bi-chevron-double-right\" viewBox=\"0 0 16 16\">\n                                <path fill-rule=\"evenodd\" d=\"M3.646 1.646a.5.5 0 0 1 .708 0l6 6a.5.5 0 0 1 0 .708l-6 6a.5.5 0 0 1-.708-.708L9.293 8 3.646 2.354a.5.5 0 0 1 0-.708\"\/>\n                                <path fill-rule=\"evenodd\" d=\"M7.646 1.646a.5.5 0 0 1 .708 0l6 6a.5.5 0 0 1 0 .708l-6 6a.5.5 0 0 1-.708-.708L13.293 8 7.646 2.354a.5.5 0 0 1 0-.708\"\/>\n                                <\/svg>\n                            <\/span>\n                        <\/button>\n                    <\/div>\n                <\/div>\n            \n            <script>\n            (function ($) {\n                $(document).on('click', '.start_now_ie', function (e) {\n                    const username = $(this).data('username-ie');\n                    const product = $(this).data('product-ie');\n\n                    if (username == \"\"){\n                        window.location.replace('\/login');\n                        return ;\n                    }\n\n                    const request = $.ajax({\n                        url: 'https:\/\/www.dev.omt.ie.graspway.com\/fr\/wp-json\/graspway\/v1\/user\/enroll',\n                        dataType: 'json',\n                        method: 'POST',\n                        contentType: 'application\/json',\n                        data: JSON.stringify({'_wpnonce': 'dc1909cd89', username: username, product: product}),\n                        processData: false\n                    });\n                    request.done(function (response) {\n                        if (response.success) {\n                            window.location.replace('\/profile');\n                        }\n                    });\n                });    \n            })(jQuery);\n        <\/script>\n\n                                <div class=\"learning-content py-24 px-4 text-left bg-omt-light-grey\" style=\"margin-left: calc(-1rem - 15px); width: 100vw;\">\n                    <h4 class=\"capitalize text-omt-black pb-4 pt-8 pl-4\" style=\"font-size: 2.8rem; font-family: 'Montserrat', sans-serif; line-height: 90%;\">Ce que vous apprendrez<\/h4>\n                    <div class=\"flex flex-col py-8\" style=\"margin: 0 15px 0 15px;\">\n                                                    <div class=\"flex py-4\">\n                                <span class=\"text-omt-light-blue text-4xl mr-4\">\n                                <svg\n                                    width=\"40\"\n                                    height=\"40\"\n                                    viewBox=\"0 0 24 24\"\n                                    fill=\"none\"\n                                    stroke=\"currentColor\"\n                                    stroke-width=\"2\"\n                                    stroke-linecap=\"round\"\n                                    stroke-linejoin=\"round\"\n                                    >\n                                    <path d=\"M5 12l5 5l10 -10\" \/>\n                                <\/svg>\n                                <\/span>\n                                <span>Comprendre les principes d'orientation client.<\/span>\n                            <\/div>\n                                                    <div class=\"flex py-4\">\n                                <span class=\"text-omt-light-blue text-4xl mr-4\">\n                                <svg\n                                    width=\"40\"\n                                    height=\"40\"\n                                    viewBox=\"0 0 24 24\"\n                                    fill=\"none\"\n                                    stroke=\"currentColor\"\n                                    stroke-width=\"2\"\n                                    stroke-linecap=\"round\"\n                                    stroke-linejoin=\"round\"\n                                    >\n                                    <path d=\"M5 12l5 5l10 -10\" \/>\n                                <\/svg>\n                                <\/span>\n                                <span>Saisir la cha\u00eene de valeur de la prestation de service.<\/span>\n                            <\/div>\n                                                    <div class=\"flex py-4\">\n                                <span class=\"text-omt-light-blue text-4xl mr-4\">\n                                <svg\n                                    width=\"40\"\n                                    height=\"40\"\n                                    viewBox=\"0 0 24 24\"\n                                    fill=\"none\"\n                                    stroke=\"currentColor\"\n                                    stroke-width=\"2\"\n                                    stroke-linecap=\"round\"\n                                    stroke-linejoin=\"round\"\n                                    >\n                                    <path d=\"M5 12l5 5l10 -10\" \/>\n                                <\/svg>\n                                <\/span>\n                                <span>Analyser les \u00e9tapes de la Carte de l'Exp\u00e9rience Client.<\/span>\n                            <\/div>\n                                                    <div class=\"flex py-4\">\n                                <span class=\"text-omt-light-blue text-4xl mr-4\">\n                                <svg\n                                    width=\"40\"\n                                    height=\"40\"\n                                    viewBox=\"0 0 24 24\"\n                                    fill=\"none\"\n                                    stroke=\"currentColor\"\n                                    stroke-width=\"2\"\n                                    stroke-linecap=\"round\"\n                                    stroke-linejoin=\"round\"\n                                    >\n                                    <path d=\"M5 12l5 5l10 -10\" \/>\n                                <\/svg>\n                                <\/span>\n                                <span>Comprendre les \u00e9l\u00e9ments cl\u00e9s de la prestation de service.<\/span>\n                            <\/div>\n                                                    <div class=\"flex py-4\">\n                                <span class=\"text-omt-light-blue text-4xl mr-4\">\n                                <svg\n                                    width=\"40\"\n                                    height=\"40\"\n                                    viewBox=\"0 0 24 24\"\n                                    fill=\"none\"\n                                    stroke=\"currentColor\"\n                                    stroke-width=\"2\"\n                                    stroke-linecap=\"round\"\n                                    stroke-linejoin=\"round\"\n                                    >\n                                    <path d=\"M5 12l5 5l10 -10\" \/>\n                                <\/svg>\n                                <\/span>\n                                <span>Concevoir une Carte de l'Exp\u00e9rience Client pour l'excellence.<\/span>\n                            <\/div>\n                                            <\/div>\n                <\/div>\n                                        <div class=\"mt-8 py-8 rounded-lg\">\n                    <h4 class=\"capitalize text-omt-black pb-4 pt-8\" style=\"font-size: 2.8rem; font-family: 'Montserrat', sans-serif; line-height: 90%;\">Contenu de la formation<\/h4>\n                    <div class=\"course-container md:flex md:m-8 md:mt-3\">\n                                                    <div class=\"mt-4\">\n                                <div class=\"font-monserrat text-omt-blue text-3xl font-bold\">Module 1<\/div>\n                                <div class=\"font-monserrat text-xl font-bold my-4\">Orientation client<\/div>\n                                <div class=\"flex flex-col text-omt-black\">\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    D\u00e9couvrez les principes d&rsquo;orientation client et la cha\u00eene service-utilit\u00e9.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Explorez l&rsquo;impact de la transformation num\u00e9rique sur les attentes des clients.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Apprenez les astuces pour am\u00e9liorer l&rsquo;exp\u00e9rience utilisateur sur les sites web et adopter une approche omnicanale.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Examinez les strat\u00e9gies d&rsquo;exp\u00e9rience client de Disney.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    R\u00e9alisez une auto-\u00e9valuation pour mesurer votre compr\u00e9hension.                                                <\/span>\n                                            <\/div>\n                                                                    <\/div>\n                            <\/div>\n                                                    <div class=\"mt-4\">\n                                <div class=\"font-monserrat text-omt-blue text-3xl font-bold\"> Module 2<\/div>\n                                <div class=\"font-monserrat text-xl font-bold my-4\">Meilleures pratiques en mati\u00e8re de prestation de service<\/div>\n                                <div class=\"flex flex-col text-omt-black\">\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Ma\u00eetrisez l&rsquo;art de l&rsquo;anticipation et examinez les meilleures pratiques en mati\u00e8re de prestation de service.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    \u00c9tudiez des infographies sur les m\u00e9thodes efficaces de prestation de service et les personas d&rsquo;acheteurs.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Analysez les indicateurs de service client, y compris les insights de Zappos.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Effectuez une auto-\u00e9valuation pour tester votre compr\u00e9hension du contenu.                                                <\/span>\n                                            <\/div>\n                                                                    <\/div>\n                            <\/div>\n                                                    <div class=\"mt-4\">\n                                <div class=\"font-monserrat text-omt-blue text-3xl font-bold\">Module 3<\/div>\n                                <div class=\"font-monserrat text-xl font-bold my-4\">Culture de l'excellence du service<\/div>\n                                <div class=\"flex flex-col text-omt-black\">\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Plongez dans les principes de l&rsquo;excellence du service et les cas de r\u00e9ussite de l&rsquo;exp\u00e9rience client.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    D\u00e9couvrez les valeurs de Zappos et regardez une interview d&rsquo;expert avec le professeur Hern\u00e1n Rosas.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    R\u00e9alisez une auto-\u00e9valuation pour \u00e9valuer vos progr\u00e8s d&rsquo;apprentissage.                                                <\/span>\n                                            <\/div>\n                                                                    <\/div>\n                            <\/div>\n                                                    <div class=\"mt-4\">\n                                <div class=\"font-monserrat text-omt-blue text-3xl font-bold\">Module 4<\/div>\n                                <div class=\"font-monserrat text-xl font-bold my-4\">Carte du parcours client<\/div>\n                                <div class=\"flex flex-col text-omt-black\">\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Apprenez \u00e0 concevoir et \u00e0 mettre en \u0153uvre une carte du parcours client adapt\u00e9e au secteur du tourisme.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    \u00c9tudiez des histoires de r\u00e9ussite, y compris un cas d&rsquo;AccorHotels.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Terminez par une auto-\u00e9valuation pour consolider vos connaissances.                                                <\/span>\n                                            <\/div>\n                                                                    <\/div>\n                            <\/div>\n                                                    <div class=\"mt-4\">\n                                <div class=\"font-monserrat text-omt-blue text-3xl font-bold\">Module 5<\/div>\n                                <div class=\"font-monserrat text-xl font-bold my-4\">Exercices pratiques<\/div>\n                                <div class=\"flex flex-col text-omt-black\">\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Suivez les instructions pour les exercices pratiques de service client.                                                <\/span>\n                                            <\/div>\n                                                                                <div class=\"flex my-4 pl-4\">\n                                                <div class=\"text-omt-light-blue min-w-4 pt-3\">\n                                                    <svg\n                                                        width=\"12\"\n                                                        height=\"12\"\n                                                        viewBox=\"0 0 24 24\"\n                                                        fill=\"none\"\n                                                        stroke=\"currentColor\"\n                                                        stroke-width=\"4.2\"\n                                                        >\n                                                        <path d=\"M3 3m0 2a2 2 0 0 1 2 -2h14a2 2 0 0 1 2 2v14a2 2 0 0 1 -2 2h-14a2 2 0 0 1 -2 -2z\" \/>\n                                                    <\/svg>\n                                                <\/div>\n                                                <span class=\"font-opensans font-thin text-omt-black ml-2 text-xl\">\n                                                    Appliquez les concepts appris \u00e0 des sc\u00e9narios r\u00e9els dans le secteur du tourisme.                                                <\/span>\n                                            <\/div>\n                                                                    <\/div>\n                            <\/div>\n                                            <\/div>\n                <\/div>\n                    <\/div><div class=\"qode-advanced-tab-container\" id=\"tab-profil-246\" data-icon-pack=\"\" data-icon-html=\"\">            <div class=\"text-left omt-product-profile\">\n                <p><span data-sheets-root=\"1\">\u00c0 QUI S&rsquo;ADRESSE CE PROGRAMME ?<\/p>\n<p>Cette formation est destin\u00e9e aux professionnels des secteurs du tourisme, des ventes et des services qui souhaitent apprendre les meilleures pratiques et strat\u00e9gies pour atteindre l&rsquo;excellence en mati\u00e8re de service. Elle convient \u00e9galement aux individus qui souhaitent approfondir leur compr\u00e9hension du service client dans le contexte de la transformation num\u00e9rique. En ma\u00eetrisant ces comp\u00e9tences, vous serez en mesure d&rsquo;ajouter de la valeur \u00e0 votre marque, d&rsquo;am\u00e9liorer la satisfaction client et de vous d\u00e9marquer dans une industrie comp\u00e9titive.<\/span><\/p>\n            <\/div>\n                                    <div class=\"banner-container mt-8 hidden md:block\">\n                    <img decoding=\"async\" class=\"enroll-image rounded-lg lazyload\" data-src=\"https:\/\/www.dev.omt.ie.graspway.com\/wp-content\/uploads\/2021\/11\/fondo-visual-line-1-scaled.jpg\" alt=\"Enroll\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 2560px; --smush-placeholder-aspect-ratio: 2560\/2126;\">\n                    <div class=\"banner-content-ie\">\n                        <span class=\"banner-text md:text-4xl text-white\">D\u00e9marrez votre formation gratuitement d\u00e8s maintenant, payez une fois la formation termin\u00e9e pour recevoir votre certificat.<\/span>\n                        <button\n                        class=\"banner-button omt-button-end md:px-20 start_now_ie text-white\"\n                        data-product-ie=\"160401\"\n                        data-course-ie=\"course-v1:IESA_-_UNIKEMIA+001+2024\"\n                        data-username-ie=\"\"\n                        > \n                            <span class=\"flex align-center\">\n                                D\u00e9marrez \n                                <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\" fill=\"currentColor\" class=\"ml-2 bi bi-chevron-double-right\" viewBox=\"0 0 16 16\">\n                                <path fill-rule=\"evenodd\" d=\"M3.646 1.646a.5.5 0 0 1 .708 0l6 6a.5.5 0 0 1 0 .708l-6 6a.5.5 0 0 1-.708-.708L9.293 8 3.646 2.354a.5.5 0 0 1 0-.708\"\/>\n                                <path fill-rule=\"evenodd\" d=\"M7.646 1.646a.5.5 0 0 1 .708 0l6 6a.5.5 0 0 1 0 .708l-6 6a.5.5 0 0 1-.708-.708L13.293 8 7.646 2.354a.5.5 0 0 1 0-.708\"\/>\n                                <\/svg>\n                            <\/span>\n                        <\/button>\n                    <\/div>\n                <\/div>\n            \n            <script>\n            (function ($) {\n                $(document).on('click', '.start_now_ie', function (e) {\n                    const username = $(this).data('username-ie');\n                    const product = $(this).data('product-ie');\n\n                    if (username == \"\"){\n                        window.location.replace('\/login');\n                        return ;\n                    }\n\n                    const request = $.ajax({\n                        url: 'https:\/\/www.dev.omt.ie.graspway.com\/fr\/wp-json\/graspway\/v1\/user\/enroll',\n                        dataType: 'json',\n                        method: 'POST',\n                        contentType: 'application\/json',\n                        data: JSON.stringify({'_wpnonce': 'dc1909cd89', username: username, product: product}),\n                        processData: false\n                    });\n                    request.done(function (response) {\n                        if (response.success) {\n                            window.location.replace('\/profile');\n                        }\n                    });\n                });    \n            })(jQuery);\n        <\/script>\n\n        <\/div><div class=\"qode-advanced-tab-container\" id=\"tab-instructeurs-995\" data-icon-pack=\"\" data-icon-html=\"\">            <h4 class=\"capitalize text-omt-black pb-4 pt-8\" style=\"font-size: 2.8rem; font-family: 'Montserrat', sans-serif; line-height: 90%;\">Rencontrez nos instructeurs<\/h4>\n            <div class=\"teachers-container\">\n                                    <div class=\"flex justify-center items-center text-center flex-col\">\n                        <img decoding=\"async\" class=\"rounded-full border-4 border-solid border-gray-400 h-52 w-52 mx-auto object-fill mt-4 mb-8 lazyload\" data-src=\"https:\/\/www.dev.omt.ie.graspway.com\/wp-content\/uploads\/2024\/04\/Oswaldo-Lorenzo-1.png\" alt=\"Oswaldo Lorenzo\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 275px; --smush-placeholder-aspect-ratio: 275\/275;\">\n                        <div class=\"instructor-name\">\n                            <span class=\"font-bold mb-0 capitalize text-2xl text-omt-black font-monserrat\" style=\"font-size: 21pt;\">Oswaldo Lorenzo<\/span>\n                            <p class=\"font-opensans my-2\" style=\"font-size: 18pt; color: #707070; font-weight: 300;\">PhD<\/p>\n                        <\/div>\n                        <p class=\"font-opensans italic h-20 overflow-hidden\" style=\"font-size: 14pt; color: #707070; font-weight: 400; text-overflow: ellipsis;\">Oswaldo Lorenzo est titulaire d'un doctorat de la Warwick Business School, Royaume-Uni. Il est le PDG de Unikemia, une startup en technologie \u00e9ducative en Espagne et en Am\u00e9rique latine, et professeur invit\u00e9 \u00e0 la Manchester Business School (Royaume-Uni). Expert en op\u00e9rations commerciales, entrepreneuriat et technologies num\u00e9riques, Oswaldo a \u00e9t\u00e9 professeur \u00e0 l'IE Business School et \u00e0 la Deusto Business School. Ses recherches sont publi\u00e9es dans des revues telles que California Management Review et Journal of Enterprise Information Management. Il a r\u00e9dig\u00e9 des livres avec IE\/Palgrave Macmillan et Routledge.<\/p>\n                    <\/div>\n                                    <div class=\"flex justify-center items-center text-center flex-col\">\n                        <img decoding=\"async\" class=\"rounded-full border-4 border-solid border-gray-400 h-52 w-52 mx-auto object-fill mt-4 mb-8 lazyload\" data-src=\"https:\/\/www.dev.omt.ie.graspway.com\/wp-content\/uploads\/2024\/05\/Hernan-Rosas.jpg\" alt=\"Hernan Rosas\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 268px; --smush-placeholder-aspect-ratio: 268\/268;\">\n                        <div class=\"instructor-name\">\n                            <span class=\"font-bold mb-0 capitalize text-2xl text-omt-black font-monserrat\" style=\"font-size: 21pt;\">Hernan Rosas<\/span>\n                            <p class=\"font-opensans my-2\" style=\"font-size: 18pt; color: #707070; font-weight: 300;\">Consultant en strat\u00e9gie, affaires et technologies de l'information<\/p>\n                        <\/div>\n                        <p class=\"font-opensans italic h-20 overflow-hidden\" style=\"font-size: 14pt; color: #707070; font-weight: 400; text-overflow: ellipsis;\">Hern\u00e1n Rosas est un consultant exp\u00e9riment\u00e9 en strat\u00e9gie, en affaires et en informatique, titulaire d'une ma\u00eetrise en gestion de la Sloan School of Management du MIT. Il a re\u00e7u une formation avanc\u00e9e en ing\u00e9nierie informatique et en math\u00e9matiques et a \u00e9t\u00e9 un conseiller cl\u00e9 dans les domaines d'Internet et de la technologie de l'information. En tant que fondateur de Paxer, une plateforme technologique pour h\u00f4tels, Hern\u00e1n a contribu\u00e9 de mani\u00e8re significative \u00e0 plus de 250 \u00e9tablissements dans 15 pays d'Am\u00e9rique latine. Son exp\u00e9rience \u00e9tendue comprend une expertise en excellence de service et en solutions technologiques.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p><span data-sheets-root=\"1\">Ma\u00eetrisez les strat\u00e9gies de service client et apprenez \u00e0 concevoir une carte de l&rsquo;exp\u00e9rience client (CX) pour favoriser l&rsquo;excellence du service dans l&rsquo;industrie du tourisme.<\/span><\/p>\n","protected":false},"featured_media":160403,"template":"","meta":{"_acf_changed":false},"product_brand":[],"product_cat":[96,94,95,144],"product_tag":[],"class_list":{"0":"post-160401","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"career_goals-marketer-fr","7":"career_goals-others-fr","8":"product_cat-professional-development-fr","9":"product_cat-home-fr","10":"product_cat-managerial-fr","11":"product_cat-marketing-communications-fr","13":"first","14":"instock","15":"taxable","16":"shipping-taxable","17":"purchasable","18":"product-type-simple"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.7 - 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