This is an intermediate workshop that is suitable for participants with an understanding of customer service, social media and digital marketing.
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 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 – KRISTY BAILEY
Kristy has more than 18 years’ experience in strategic marketing, communications and PR within the tourism industry and continues this industry involvement as Managing Director of One Eighty Marketing. She holds a range of qualifications including a Diploma in Tourism and a Masters in Marketing and additionally holds membership with several professional organisations including the Australian Marketing Institute where she is a recognised Certified Practicing Marketer (CPM). She has represented businesses from all aspects of the tourism industry including retail and wholesale travel companies, conference and incentive houses, cruise operators, tour operators and luxury resorts. Writing and delivering training packages on Tourism related topics, Kristy also has assisted in the personal development and education of those entering the tourism industry.
