Changes in Financial Protection - ABTA


Jul 7, 2016 - ...

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COMPLAINTS HANDLING WORKSHOP ABTA Ltd Venue: ABTA Ltd, 30 Park Street, London SE1 9EQ

Date: 7 July 2016

THE PROGRAMME 09:00 09:30

10:00

10:20

10:40 10:55

11:15

11:40 12:20

Registration and coffee Welcome and setting the scene Charles Fachiri, Senior Customer Support Manager, ABTA  The role of Customer Support at ABTA  What generates complaints? Workshop: managing challenging customers Tracey Knott, Training Consultant, JournE Training  Dealing with customers by telephone, including aggressive/emotional behaviour Optimising and managing your industry relationships Kim Daplyn, Customer Relations Manager, Travel Republic  Industry relationships  Working together to get the best results Tea and coffee break Social media and complaints Matt Robinson, Senior Manager, Brand and Digital Communications, ABTA  Handling complaints through social media channels  When and how to react Making the most of complaints and evidence gathering Kim Daplyn, Customer Relations Manager, Travel Republic  Responding to your customers  Effective complaints reporting Ask the experts Lunch

13:15

Workshop: Energiser Tracey Knott, Training Consultant, JournE Training

13:25

Handling and managing people’s expectations – A health and safety perspective Donna Boucher, Destination Services Executive, ABTA  Managing customer expectations  The importance of internal systems  How to address legitimate safety risks

13:50

How ABTA guides and assists you throughout the complaints journey Diana Missoni, Senior Code Executive, ABTA Charles Fachiri, Senior Customer Support Manager, ABTA Daryl Nurthen, Business Support Manager, ABTA  ABTA’s Code of Conduct  Arbitration – an introduction  ABTA – tools and resources Tea and coffee break Workshop: complaint handling techniques Facilitated by Tracey Knott, Training Consultant, JournE Training  Dealing with conflict and using it positively  Improve written complaint handling techniques  Handling telephone complaints  “Who wants to be a millionaire” quiz Summary Charles Fachiri, Senior Customer Support Manager, ABTA Networking drinks reception

14:30 14:40

16:25

16:30

It may be necessary, for reasons beyond our control, to alter the content or timings of the programme.