This is an intermediate workshop suitable for participants with an understanding of customer service, social media and digital marketing, delivered in partnership with the Sunset Coast. The Sunset Coast Alliance is formed by the Cities of Wanneroo, Joondalup and Stirling.
For most travellers, their experience with your business begins online, and a clear customer strategy can help you create more leads, convert more sales and strengthen your relationship with your customers. This workshop, delivered in partnership with the City of Rockingham, will help you identify the key digital stages in the customer journey and how to effectively manage and influence them.
Throughout the workshop, you will revise your customer service skills and hear advice on how to engage with your customers online to improve your businesses’ reputation.
Topics will include:
- An overview of the customer journey
- Identification of the relationship between customer service and digital media
- The dimensions of customer service
- Making first impressions count online and offline
- Handling complaints
- Upselling
- Social media and online reviews
- Engaging with your audience
ABOUT THE TRAINER - BRIANNA DELAPORTE
For two decades, Brianna Delaporte has lived and breathed tourism. Her experience spans the full spectrum of industry advisory, PR, product representation, brand, destination marketing & business ownership. Her work has included the development and promotion of five destination-led festivals across regional WA, generating more than $18M in economic benefit while building business capability in regional tourism economies. She has been engaged by governments, destination marketing organisations and regional development bodies to support destination marketing projects, strategic tourism initiatives and major event development across the State. Today, Brianna draws on this depth of experience - and a strong network across tourism, hospitality, government and creative industries - to deliver strategic marketing projects for clients.
