[PDF]Changes in Financial Protection - Abtahttps://abta.com/assets/...
3 downloads
220 Views
435KB Size
COMPLAINTS HANDLING WORKSHOP ABTA Ltd Venue: Weetwood Hall, Otley Rd, Leeds, West Yorkshire LS16 5PS
Date: 22 September 2016
THE PROGRAMME 09:00 09:30
10:00
10:20
10:50 11:05
11:30
11:55 12:25
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? Optimising and managing your industry relationships Chris Flanagan, Customer Service Manager, Jet2.com and Jet2 Holidays Industry relationships Working together to get the best results How ABTA guides and assists you throughout the complaints journey Charles Fachiri, Senior Customer Support Manager, ABTA Daryl Nurthen, Business Support Manager, ABTA ABTA’s Code of Conduct Arbitration – an introduction Tea and coffee break Making the most of complaints and evidence gathering Chris Flanagan, Customer Service Manager, Jet2.com and Jet2 Holidays Responding to your customers Effective complaints reporting Social media and complaints Matt Robinson, Senior Manager, Brand and Digital Communications, ABTA Handling complaints through social media channels When and how to react Ask the experts Lunch
13:25 13:35
Workshop: Energiser ABTA – Tools and resources Daryl Nurthen, Business Support Manager, ABTA How ABTA can help you Business support Guidance and resources
13:50
Workshop: managing challenging customers Facilitated by Tracey Knott, Training Consultant, JournE Training Dealing with customers by telephone, including aggressive/emotional behaviour Workshop: complaint handling techniques Facilitated by Tracey Knott, Training Consultant, JournE Training Dealing with conflict and using it positively Improve written complaint handling techniques Understand how to deal with telephone complaints effectively “Who wants to be a millionaire” quiz Summary Charles Fachiri, Senior Customer Support Manager, ABTA Close
14:10
16:05
16:10
It may be necessary, for reasons beyond our control, to alter the content or timings of the programme.