Quality, Protection, and Safety of Services

TEACHING UNIT 1. SERVICE QUALITY: THE SAFETY AND PROTECTION OF WORKERS AND USERS

1. Identification of routes of infection and transmission of the SARS-CoV-2 virus and other contagious epidemics with similar characteristics.
2. Recognition of signs and symptoms of infections or health problems in passengers that could pose a risk to other passengers or to the provision of the service itself.
3. Design and implementation of common health and safety measures to be followed inside buses, as well as at bus stations, rest areas, etc.
4. Consistent implementation of safety measures designed for employees and users:
5. Implementation and application of first aid and/or safety measures for staff and service users.
6. Replication of the response protocols required by vulnerable groups in crisis situations.

TEACHING UNIT 2. SERVICE QUALITY: COMMUNICATION WITH THE USER/CUSTOMER

1. Reflection on the different patterns of behavior that may arise in crisis situations.
2. Management of multiple tools and channels for communicating with users, with the aim of ensuring their safety and protection during the service.
3. Regular implementation of tools to gauge customer perceptions of service security and the protective measures offered.
4. Proficiency in techniques for managing conflict situations arising from the provision of services during emergencies, health crises, or other types of crises.