Global

Managing online reputation, reviews and local presence across multiple business locations

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 12 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
35 min
Lessons
6 lessons
Frequency
At hire for anyone who touches listings or reviews
Last reviewed
21 Oct 2026
Grey areas: incentives, bursts of reviews and abuse
What would you do?

A site manager wants to give customers a free coffee if they "leave us five stars"

Try it: this is one of 15 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 35 minutes
  • Scenario, process, sorting activity, accordion and quizzes
  • 10-question final check, 80% to pass

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Quiz, word cloud, poll, scale slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 290.0Achieve ≥ 80% on the final assessment-Whole course
SO 290.1Keep every site's listing details accurate and consistent using the organisation's listing process + your infoBest practiceWhole course
SO 290.2Ask customers for reviews fairly: no buying positive reviews, no gating, no writing reviews for customersUS FTC rule on fake reviews and testimonials, 16 CFR Part 465 [unverified]; EU Omnibus Directive 2019/2161 [unverified]Whole course
SO 290.3Reply to praise, criticism and abuse in a consistent, calm brand voice + your infoBest practiceWhole course
SO 290.4Recognise a suspicious burst of reviews and escalate it rather than act aloneBest practiceWhole course
SO 290.5Escalate a reputation incident across sites to the right owner, quickly + your infoOrganisation's escalation procedureWhole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 12 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 35 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

Why a one-star review at one site matters to all of them

3 pages

7 min
Before you beginNoteList
One review, twelve sitesTextImage
What do people check first?ChecklistKey factQuiz
2

Listings and the review rules in brief

3 pages

7 min
Listing basicsAccordionYour info
What the review rules are aboutTabsNoteYour info
CheckFlashcardsMatching quiz
3

Asking, replying and escalating: the process

3 pages

7 min
Reply in five stepsProcessYour info
Reply or escalate?Sorting activity
CheckChecklistMulti-select quiz
4

Grey areas: incentives, bursts of reviews and abuse

3 pages

6 min
The discount for a reviewScenarioYour info
Five stars in one afternoonScenarioYour info
Abuse or just angry?Sorting activityMatching quiz
5

Speak up and apply

2 pages

4 min
Who to tell and howProcessYour infoNote
A multi-site incidentScenarioQuiz
6

Final assessment

Assessment

4 min
Final check10 questions80% to passCompletion page

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "this session is blame-free
Word cloudOne word customers use about our sites
PollHow often do you check reviews for your site?
ContentThe five-step reply and why replies are written for the next reader
QuizA customer offers to post five stars for a discount. You… (Decline any reward tied to a positive review, ask for honest feedback ✔ · Accept · Offer it to happy customers only · Ask staff to post)
QuizWhich reply to a harsh review is best? (Thank, apologise, no names, offline route ✔ · Defend the staff member · Post the order details · Ask for removal)
Content · customiseCustomise: our listing owner, review contact and escalation route" {{LISTING_OWNER_ROLE}}, {{REVIEW_CONTACT_ROUTE}}, {{ESCALATION_ROUTE}}
ScaleHow confident are you replying to an angry review?
Open-ended / Q&AThe hardest review you have had to answer
Content · customiseClosing {{HELP_CONTACT}}, {{SURVEY_2_URL}}, {{COURSE_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. How consistent are your site's listing details across search, maps and social? 1-5 scale
  6. How confident are you about the rules on incentives for reviews? multiple choice
  7. Have you seen a suspicious burst of reviews at your site? multiple choice
  8. I feel able to say that a review request idea might break the rules. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the review and listing guidance and the escalation route? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

12 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • Help contact{{HELP_CONTACT}}
  • Escalation route{{ESCALATION_ROUTE}}
  • Policy link{{POLICY_LINK}}
  • Who owns and edits each site's listing{{LISTING_OWNER_ROLE}}
  • Where an upset customer is invited to continue offline{{REVIEW_CONTACT_ROUTE}}
  • The review and incentive rules your legal team says apply in your markets{{REVIEW_RULES_NOTE}}
Show all 12 fields
  • Next course link{{NEXT_COURSE_LINK}}
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}
  • Course URL{{COURSE_URL}}
  • Live session URL{{LIVE_SESSION_URL}}

FAQ

Common questions

Can I run managing online reputation, reviews and local presence across multiple business locations training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

At hire for anyone who touches listings or reviews, before a new site opens, and after a public review incident.

Who needs this training?

Local marketers, franchise and multi-site marketing teams and customer experience staff; variant for location managers who reply to reviews; run by L&D with brand, customer experience and legal teams.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

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Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck