Seminar: Customer Complaints and Online Review Management on 29 March
TravelDailyNews returns to live seminars with the first seminar of them entitled “Customer Complaints and Online Review Management” being organized in Athens on March 29.
The seminar will be held at Radisson Blu Park Hotel (10 Alexandra Avenue • Athens, 10682) with Ioannis Protopapadakis as the presenter.
The live seminar “Customer Complaints and Online Review Management” is essentially two partially different topics that will be presented within one 8 hours. “Customer Complaints – How to Win Through Dissatisfied Customers” aims to empower participants with the necessary skills and to introduce them to the techniques and methods that will contribute to effective complaint management. Through a series of exercises, examples and case studies, participants will realize that complaints are… a gift.
The “Management of Online Reviews”, which will also function as a workshop, aims to introduce participants to adopting good practices for the management of online reviews (reviews). After the seminar the participants will be able to respond to a review, in order to strengthen the corporate reputation and ultimately to expand their clientele.
Who is the seminar addressed to
The seminar is aimed at:
- Those who work in hotels or catering businesses and come directly or indirectly in contact with the guest and manage the reviews.
- Students of hotel and catering departments, who wish to work in reception departments of hotels or tourist accommodations.
- To small hotel owners who want to improve their knowledge of complaints/reviews management.
Customer Complaint Sections
- Importance of Customer Retention
- Why We Don’t Like Complaints
- The 6 Most Popular Myths
- The Benefits of Proper Complaint Management
- Reactions of Dissatisfied Customers
- The 4+2 Profiles of Dissatisfied Customers
- What Complainers Want
- Why Customers Don’t Complain
- Handling of Complaining Customers
- 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
- The Service Recovery Paradox
- Grievance Promotion Practices
- Handling Customers Threatening to Upload a Review
Online Review Management Modules
- The Value of Online Reviews
- Why Some Complain in Writing
- Which Reviews We Respond To
- The FEARS Principle
- Why We Should Respond to Reviews
- Managing “Forgotten” Reviews
- Negative Review Management
- 6 DON’Ts & DOs
- Responses to Specific Reviews
- Manage Positive Reviews
- Moderate Review Management
- Managing “Suspicious” and Unreasonable Reviews
- Detection of Fake Reviews
- Ways to Encourage Reviews
The speaker
Ioannis Protopapadakis is an author, professor and presenter of seminars on marketing, quality service and complaint management.
He holds a Masters in Business Administration (MBA in Marketing) from Cleveland State University (USA). Graduate of the Department of Organization and Business Administration of the University of Piraeus.
He has written 21 titles, including: “Customer Complaints. Trouble or Opportunity”, “Exemplary Customer Service. 72 Ways to Build Loyal Customers”, “Service Marketing. Application in Tourism”, “Airbnb. How to excel as a host” and “Known Names, Unknown Stories 1,2,3”.
Excerpts from the books, as well as interviews, have been published in authoritative newspapers and magazines, radio stations as well as on television, while he has been invited as a speaker by various organizations and institutions such as TEDx, Palso, Kalamata Tourism School, FortuneGreece, EEDE, Forum.
He is the administrator of the marketing-tips.gr blog, he has worked in the marketing department of Misko-Barilla, as well as – from 2000 to the present – as a professor of marketing and quality service, in various colleges.
He writes for epixeiro.gr, is a contributor to Travel Daily News and HotelTraining, while he has been a marketing and promotion consultant for small hotels and restaurants. Finally, he has trained the staff of various hotels on complaint management and customer service.
Place and time of the seminar
Place: Radisson Blu Park Hotel • 10 Alexandra Avenue • Athens, 10682
Date: Friday, March 29, 2024
Start time: 09:00
End time: 17:00
For more information and expression of interest you can visit the link.