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

At the end of the 14-hour face-to-face training course, participants will be able to promote their events, menus and services using various media (social media, the internet, the press, radio, etc.).

Having learnt how to raise their profile and communicate effectively, participants will now learn how to build customer loyalty and manage customer relationships online.

At the end of 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 activities 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

Maximum total duration of 14 hours
The duration of the course is indicative and will be determined according to your profile.

• All audiences

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

16 people

Teaching method

• Fully classroom-based training

Teaching methods

The training 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.

Equipment

• Equipped technical platforms
• Room equipped with networked computer workstations
• Unmarked room with video projector

Monitoring and individualisation

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.

Education Nationale certified teachers, Bac +3 trainers with significant experience in adult training, professional speakers.

Trainers experienced in individualising learning.

Formative assessments

Total price incl. VAT : 392.00 €
Hourly rate incl. VAT : 28.00 Hourly rate including VAT: €28.00
. This price is indicative and non-contractual. Depending on your status, this course may be fully financed. Contact us.

Training is available between 15 and 45 days before the start of the course, depending on the funding body. Please contact us.

Contact us to register for a meeting.

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

Accessible to people with disabilities
. Access to premises and technical areas for people with disabilities or reduced mobility (ramps, lifts).

Catering

There are several snack bars and restaurants outside the Lycée.

Transport

The school is served by numerous city buses. Nice Thiers station is a 10-minute walk away. The school is also served by the Parc Impérial stop on the Chemins de Provence line.

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.