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COMPLAINTS HANDLING WORKSHOP ABTA Ltd Venue: 30 Park Street, London SE1 9EQ
Date: 25 January 2017
THE PROGRAMME 09:00 Registration and coffee 09:30 Welcome and setting the scene Charles Fachiri, Senior Customer Support Manager, ABTA The role of Customer Support at ABTA What generates complaints? 10:00 Workshop: managing challenging customers Tracey Knott, Training Consultant, JournE Training Dealing with customers by telephone, including aggressive/emotional behaviour 10:20 Optimising and managing your industry relationships Kim Daplyn, Customer Relations Manager, Travel Republic Industry relationships Working together to get the best results 10:40 Handling and managing people’s expectations – A health and safety perspective Donna Boucher, Destination Executive, Health, Safety, Crisis & Operations, ABTA Managing customer expectations The importance of internal systems How to address legitimate safety risks 11:05 Tea and coffee break 11:25 Making the most of complaints and evidence gathering Kim Daplyn, Customer Relations Manager, Travel Republic Responding to your customers Effective complaints reporting 11:50 Social media and complaints Shelly Beresford, Senior Manager, Brand and Digital Communications, ABTA Handling complaints through social media channels When and how to react 12:15 Ask the experts
12:40 Lunch 13:30 Workshop: Energiser Tracey Knott, Training Consultant, JournE Training 13:40 How ABTA guides and assists you throughout the complaints journey Diana Missoni, Senior Code Executive, ABTA Daryl Nurthen, Business Support Manager, ABTA ABTA’s Code of Conduct ABTA – tools and resources 14:10 Alternative Dispute Resolution Representative from CEDR The importance of ADR The benefits of ADR How to you respond to an Arbitration? 14:45 Tea and coffee break 15:05 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 16:45 Summary Charles Fachiri, Senior Customer Support Manager, ABTA 16:50 Networking reception
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It may be necessary, for reasons beyond our control, to alter the content or timings of the programme.
COMPLAINTS HANDLING WORKSHOP ABTA Ltd Venue: 30 Park Street, London SE1 9EQ
Date: 25 January 2017
ABTA’s Complaints Handling Workshop is ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process. This workshop will help you to manage your complaints more effectively, including tackling tricky issues such as dealing with complaints via social media, a method that customers are using more regularly. It will look how the updates to ABTA’s Code of Conduct will affect you as well as giving practical guidance on complaint handling techniques. There will be a particular focus on the importance of Alternative Dispute Resolution (ADR) and delegates will be provided with the tools to respond to an Arbitration effectively. What will attendees learn?
Dealing with managing conflicting behaviours and challenging customers How to handle complaints through social media channels Learning from your complaints and evidence gathering The most effective communications when handling complaint The best methods for handling and managing people's expectations from a health and safety perspective
Why will they attend?
To gain real life examples of complaints handling in practice To take part in interactive workshops tailored for the travel industry including a role play exercise Gain top tips for dealing with telephone complaints Bring your questions for the experts and hear their experiences Network with your colleagues who are experiencing the same issues as you
The full programme and speakers will be announced shortly. Who should attend? Travel professionals who are in customer relations orientated roles, who frequently liaise with consumers. The seminar is designed for large and small companies including the following roles within customer relations teams:
Advisors Executives Team leaders
This seminar is open to ABTA Members, non-Members and the wider travel community. Event prices ABTA Member / ABTA Partner rate - £215 plus VAT Non-member rate - £325 plus VAT
