Handling Negative Online Restaurant Reviews:
A Guide to Effective Responses

A scenario-based e-Learning concept project to help restaurant owners maintain a positive online reputation by providing clear, step-by-step guidance on how to handle negative online feedback. After experiencing this course, managers will be able to confidently craft replies to address current customer concerns, protect and enhance their reputation, retain customers, and show potential customers their experience matters. 

Audience:
Restaurant managers/owners

Responsibilities:
Research
Instructional Design
Design Document
Storyboard
Scripting
e-Learning Development
Visual Design
Job Aid 

Tools:
Articulate Storyline 360
PowerPoint
Google Docs

Restaurant owners at Riverside Dining are losing customers. Upon further investigation, it was determined that negative online feedback wasn't being addressed.

In our learner analysis of the managers, we found that they'd been ignoring negative online feedback because it made them feel emotionally stressed due to not knowing how to structure their replies.

The unaddressed negative online feedback was harming the restaurant's image and deterring potential customers resulting in a loss of revenue.

I created a scenario-based e-Learning course to help learners internalize desired behaviors using consistent, yet varied, storytelling scenarios that resulted in meaningful rewards and consequences. 

These branched-scenarios allow managers to practice crafting replies in a low-stakes environment before responding to an actual customer who was upset. Seeing the consequences of their choices and practicing the correct actions will help them avoid making those mistakes in the real world.

I broke down an industry-backed reply method, known as the HEARD reply method, into manageable sections and presented it in an accordion format to keep the learner engaged while listening.

Each section featured GIFs, pausing when the narration highlighted examples of the HEARD reply method, allowing learners to concentrate on the key components.