Social Media Customer Service for Hospitality -
How to Deal with TripAdvisor, Google, Facebook and Others
Radisson Blu Hotel Olümpia
Trainer: Johanna Mäkeläinen (Haaga-Helia UAS, M.A. in Digital Media)
Koolitus toimub inglise keeles.
Responding to customer queries, comments and feedback on social media is yet another skill a successful hospitality professional must master. Receiving bad reviews on TripAdvisor or failing to respond to public reclamations on social media might instantly harm your reputation and brand. Customers rely more and more on social media reviews and recommendations when choosing services, so this is a hot topic in social media marketing, too. Our practical workshop gives you the skills and tools you need to succeed at social media customer service.
In this one-day practical training we will discuss how, where and when you should offer customer service on social media, which applications you can use to monitor social media comments, as well as learn different tonalities you need when responding to feedback. During the training, you will also try useful copywriting techniques especially when dealing with negative feedback. After the workshop, you will be able to offer professional social media customer service and develop your community management skills further. The course is run in English.
The course is best suited to:
• Professionals working in communication, community management and customer care functions in the hospitality industry
• All hospitality industry professionals interested in social media, digital customer care channels and service development
• Independent hotel managers, restaurant managers, travel industry managers, airline & ferry line managers, event organizers, entrepreneurs entering the hospitality business
• Anyone who is interested in updating their knowledge on modern customer care in digital channels
Learning outcome of the course:
• Learn the latest digital and social media trends in hospitality
• Identify important digital customer service channels in hospitality
• Get acquainted with effective digital customer service tools
• Write effective replies to customer queries and feedback
• Share ideas and best practices with other hospitality professionals
Participant FEEDBACK from Johanna’s previous social media training at Haaga-Helia Estonia, spring 2017:
" I liked the examples from a real life - what sort of content to post in social media."
" It was interesting to follow what my colleagues are doing in other companies."
" I received many useful tricks to use in the future."
" To be honest i find that everything we did was very positive and educational. Also very inspiring. I now have a lot of new ideas. Coach, organizers and all the participants were really nice"
" The course met my expectations. Would like to go even deeper."
08:30 - 09:00 Registration
09:00 - 12:00 Customer revolution in social media
12:00 - 12:45 Lunch
12:45 - 14:30 Social Media Platforms for Hospitality
14:30 - 14:45 Coffee break
14:45 - 16:15 Cases and practical copywriting exercises
16:15 - 16:30 Summary and wrap-up
About the coach
Johanna Mäkeläinen is a seasoned Copywriter and Senior Lecturer with a passion for everything digital. She has worked in Finland’s leading advertising agencies for 15 years and is currently employed by Haaga-Helia University of Applied Sciences as a Senior Lecturer in Advertising, Corporate Communications and Journalism. She also holds social media workshops for start-ups at the NewCo Helsinki and does a variety of consultancy, workshop facilitation, concept design and copywriting projects through her own small business.
Johanna’s main competence areas include brand development, digital marketing, content strategy and social media, as well as copywriting in all shapes and forms. She has helped numerous international companies getting familiar with the fast-changing digital world and turning their digital channels into highly effective sales and customer service channels. Her clients include Nokia, Iittala, Sanoma Magazines, Kotipizza, Finnair, Visit Finland, Flamingo Leisure World, Matka Nordic Travel Fair, Best Western Premier Hotel Katajanokka and Hotel Helga.
Johanna has a Master’s degree from University of Sussex in Digital Media and a Bachelor’s degree from the London Metropolitan University in Communication and Cultural Studies. She also has Copywriting and Concept Design diplomas from The Marketing Institute in Finland.