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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.