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.

12 people

• Mixed training

The course combines face-to-face and distance learning. Learning takes place through a mix of sessions at the centre, virtual classes, online resources and regular support from the trainer.

• Room equipped with networked computer workstations
• Unmarked room with video projector

To help us improve the quality of our service, please send us your suggestions or complaints using the form available on our website.

For participants with disabilities: training and certification arrangements can be adapted, with support from the disability liaison officer.

Post-training support is available.

Participant satisfaction is assessed both during and at the end of the training.

An assessment is carried out prior to the start of the training.

Trainers experienced in individualising learning.

Assessors expert in observing and analysing results (mastery of skills).

Teachers certified by the French Education Nationale, Bac +3 trainers with significant experience in adult training, professional speakers.

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

The establishment meets disabled access requirements (access ramps, lift)

Catering

A school restaurant and snack bar are available on the premises

Transport

In the town centre, close to the bus station and SNCF train station, as well as bus routes (Boulevard de Strasbourg, Place de la Liberté)

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.