Optimising your digital customer experience (Hotel, Café, Restaurant)

Following the 7-hour face-to-face training course, participants will be able to:

- Create an optimised digital customer experience

- Monitor their online and social media activity and set up performance dashboards

- Prevent disputes

- Know how to respond in the event of criticism, a crisis or negative publicity

MORNING

Measuring and interpreting the results of your digital presence

• Key Performance Indicators (KPIs): reach, engagement, conversions, customer reviews, response rates.
• An introduction to creating simplified dashboards to track your activities (Google Analytics, Meta Insights, Excel spreadsheets, etc.).

Understanding digital interactions: their impact on customer satisfaction and loyalty

• The drivers of the online customer experience: responsiveness, personalisation, consistency of messaging, and a seamless user journey.
• The role of social media in customer relations (conversation, storytelling, loyalty).

AFTERNOON

Adopting a professional approach when dealing with criticism or tensions online

• Types of sensitive situations: negative reviews, aggressive comments, misunderstandings, “bad buzz”.
• Best practices for responding: active listening, empathy, non-defensive language, public versus private messages.
• Legal framework and the right of reply

Responding in the event of a crisis or “bad buzz”

• Response protocol: who responds? where? how?
• Crisis communication: speed, transparency, consistency of message.
• Successful incident management: building customer trust.

Individual action plan: each participant identifies 2 to 3 simple, concrete actions to implement the very next day in the hospitality and catering sector.

• Certification of prior learning

• All audiences

• Experience in marketing, communications and product management.
• Basic familiarity with digital tools and social media.

16 people

• Fully classroom-based training

The training course takes place in person at the centre, which provides the ideal setting for building group dynamics, encouraging interactive discussions between trainees and making use of professional equipment.

• Equipped technical platforms
• Room equipped with networked computer workstations
• Plateforme Learning Management System
• Unmarked room with video projector

Assessment prior to the start of the training programme.

Option for post-training support.

Feedback on participants’ satisfaction during and at the end of the training programme.

Expert trainers in their fields

Trainers with experience in tailoring learning programmes to individual needs.

Teachers certified by the French Ministry of Education, trainers with a three-year higher education qualification and significant experience in adult education, and professionals from the industry.

These modules are designed to meet the needs of staff responsible for developing and implementing a strategy to be passed on to their teams, who are keen to develop their skills in order to keep pace with changes in their roles – particularly in takeaway sales – and to meet their customers’ expectations.

Access for people with disabilities

A 100% practical approach: short, hands-on training.

Funding: 100% covered for AKTO member companies with fewer than 50 employees.

Benefits for businesses:

✔ Rapid skills development: Techniques that can be applied straight away.

✔ Increased visibility and promotion of the business.

1st training session, we have no Quality indicators.