Course Details
Course Outline
5 days course
Online Reputation in the Digital Age
- Importance of Online Review (Making Our Business look our Best on Internet)
- How the digital age has affected reputation management
- Explain how online reputation affects offline reputation
- Why we focus on Google Location Review?
- Types of reputational risk that exist online
Encourage Customer Experience Sharing
- Negative reviews aren't fun! We can’t stop the bad review by Customers, but we can encourage more good review
- Importance of getting customer with Good Experience to Rate Us on Google Location Page in driving up Service Centre locations’ average star ratings
- Optimizing positive online content & how great content will bury bad content every time.
- How to avoid bad reviews, earn & increase positive reviews
Combat with Negative Reviews
- One negative review isn't going to shut down our business. But the way we handle negative reviews will set the stage in moving forward & improve our company's customer service & online reputation
- Importance of timely interaction & reply to the Online Review
- Techniques to help us solving negative reviews & earn better reviews
- How to protect a reputation in times of adversity
- Ways to embrace online negativity / criticism
- How to respond to a crisis online
- Debrief after a crisis & evaluate our response
Towards best practice reputation management - part 1
- How to be authentic & speak ‘beyond the corporate voice’
- Best practice in building a robust & sustainable online reputation
- Turning a negative review into a positive review
Towards best practice reputation management - Part 2
- Take proper steps in handling online negative business reviews
- Take the emotion out of responding to a negative review
