Changes in Financial Protection - Abta


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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.