Duration

8 hours

Monitoring Method

Online & On demand

Language of Delivery

Greek

Start Date

28 January 2025

Location

Athens, Greece

Description – Objectives

The “Reviews Management & Complaints Management” seminar provides a comprehensive picture of how to effectively manage reviews , but also how to deal with an unhappy customer who expresses his complaint to us.

The first part aims to introduce participants to the adoption of good practices for managing online reviews. Through a series of exercises, examples and case studies, participants will realize how important reviews are today and learn how to respond to a review, positive or negative, in order to strengthen the company’s reputation and ultimately expand their clientele .

The second part aims for the participants to acquire the necessary skills and to be introduced to the techniques and methods that will contribute to the effective management of the complaints of the guests of a hotel or restaurant. Through a role play, as well as numerous examples and case studies, participants will realize that complaints are… gifts .

Monitoring Benefits

  • You will realize how important reviews are and why you should respond.
  • You will learn how to respond to a review, positive or negative, and what pitfalls to avoid.
  • You will discover ways to encourage visitors to write reviews.
  • You will realize the multiple benefits of complaints for a business.
  • You will develop skills to effectively manage a complaining ( often irate) customer.
  • You’ll learn some basic principles to follow when dealing with difficult clients.

Addresses

The seminar “Management of Reviews (reviews) & Management of Complaints” is aimed at a wide range of professionals who wish to improve the management of reviews and complaints in the context of their business. Specifically, it is addressed to:

• Owners and managers of small hotels and short-term rental properties

• Service and retail entrepreneurs

• Responsible for managing reviews on the various platforms

• Professionals in the field of Digital Marketing and communication

• Employees in hotels, restaurants, cafes and other catering services who come into direct or indirect contact with the customer

• Reception and customer service staff (eg guest relations)

• Consultants in the field of customer service

• Professionals active in services related to the customer experience

Hotel and catering department students who wish to work in reception departments of hotels or tourist accommodations.

 

Lectures

Ioannis Protopapadakis is an expert in the field of Marketing, Quality Customer Service and Complaints Management. He obtained his Master’s Degree in Business Administration (MBA in Marketing) from Cleveland State University in America and is a graduate of the Department of Organization and Business Administration of the University of Piraeus. Administrator of the website marketing-tips.gr, Mr. Protopapadakis has worked in the Marketing department of Misko-Barilla. From 2000 to the present, he teaches as a professor on Marketing, Quality Service, and Complaints and Reviews Management. He is the author of 21 books, writes for epixeiro.gr, and has been a Marketing and Promotion consultant for hotels and restaurants. Finally, he has trained the staff of various hotels in complaint management and customer service.

Study Program Structure

  • The Value of Online Reviews
  • Why Some Complain in Writing
  • What Reviews Do We Respond To?
  • The FEARS Authority
  • Why We Should Respond to Reviews
  • Manage “Forgotten” Reviews
  • Managing Negative Reviews
  • 6 DON’Ts & DOs
  • Manage “Forgotten” Reviews
  • Responses to Specific Reviews
  • Managing Positive Reviews
  • Managing Moderate Reviews
  • Management of “Suspicious” and Unreasonable Reviews
  • Spotting Fake Reviews
  • Ways to Encourage Reviews
  • Importance of Customer Retention
  • Because We Don’t Like Complaints
  • The 6 Most Common Myths
  • The Benefits of Proper Complaints Management
  • Reactions of Dissatisfied Customers
  • The 4+2 Profiles of Dissatisfied Customers
  • What Complainers Want
  • Why Customers Don’t Complain
  • Handling Customer Complaints
  • The THEATER principle
  • The 4 Stages of Anger
  • The Law of Garbage Truck
  • Prohibited phrases and words
  • Service Recovery. Six Things That Must Be Done
  • Prohibited phrases and words
  • The Service Recovery Paradox
  • Grievance Encouraging Practices
  • Handling Customers Threatening to Upload a Review

It is also possible to monitor the modules individually

Key Highlights

  • Practical Training: Through role plays, examples and case studies, you will acquire practical skills and apply the methods taught in real scenarios.
  • Strengthening Company Reputation: You will learn how to respond to reviews, positive or negative, in order to strengthen the company’s reputation and expand the clientele.
  • Skill Development: You will acquire the necessary skills to effectively manage customer complaints, enhancing your ability to deal with difficult situations.
  • Understanding Psychology: You will gain the knowledge that will allow you to perceive the needs and expectations of your customers.
  • Encourage Reviews: The seminar promotes a culture of encouraging reviews , helping participants recognize the value of open communication.

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