In the world of tTransport and maintenance In the vehicle sector, it is essential to understand the various aspects of service quality. This training course in Quality, Protection and Safety of Services will enable you to acquire the skills you need to improve the communication and service with customers, whilst always ensuring compliance with the hygiene and health measures resulting from Covid-19 in the transport. It will provide a solid foundation for those who wish to manage and improve the quality of the services they provide, ensuring the protection regarding information and the safety of customers and employees.
Corporate
Quality
25 hours
Quality, Protection and Safety of Services
Quality
25 hours
Introduction
Objectives
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Improving the quality of the communication and service with a view to ensuring health and hygiene standards in the transport sector, following the changes brought about by the Covid-19 crisis.
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Identify the ways to infection and transmission of various infectious epidemics.
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To design and implement common measures to health and safety on buses, at stations and at service areas.
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Learning how to apply the protective measures designed.
Table of Contents
TEACHING UNIT 1. SERVICE QUALITY: THE SAFETY AND PROTECTION OF WORKERS AND USERS
- Identification of routes of infection and transmission of the SARS-CoV-2 virus and other infectious epidemics with similar characteristics.
- Recognising the signs and symptoms of infections or health problems in passengers that could put the rest of the passengers at risk or jeopardise the provision of the service itself.
- Design and implementation of standard health and safety measures to be followed on board buses, as well as at bus stations, service areas, etc.
- Consistent implementation of the protective measures designed for staff and users:
- Implementation and application of first-aid and/or safety measures for staff and service users.
- Replicating the response protocols required by vulnerable groups in crisis situations.
TEACHING UNIT 2. SERVICE QUALITY: COMMUNICATION WITH THE USER/CUSTOMER
- A reflection on the different patterns of behaviour that may arise in crisis situations.
- Management of multiple tools and channels for communicating with users, with a view to ensuring their safety and protection whilst the service is being provided.
- Regular implementation of tools to gauge customers’ perceptions of service security and the protective measures on offer.
- Proficiency in techniques for managing conflict situations arising from the provision of services during emergencies or health crises, or situations of a different nature.
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