Changes in Financial Protection - Abta


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MANAGING CUSTOMER COMPLAINTS SEMINAR ABTA Ltd Venue: 30 Park Street, London, SE1 9EQ

Date: 14 April 2016

THE PROGRAMME 09:00 09:30

10:00 10:25

10:50

11:30 11:45

12:15

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?  Do you manage expectations?  Best practice What is your complaints strategy? A group discussion Handling your complaints through social media channels Matt Robinson, Senior Manager, Brand and Digital Communications, ABTA  When and how to react - do the right people know what to do?  General guidelines  Hints and tips Handling and managing business safety risks Angela Hills, Destination Services Manager, ABTA  What if your complaint is related to health and safety?  The importance of internal systems  Management of safety risks Tea and coffee break Understanding your legal liability Daryl Nurthen, Business Support Manager, ABTA  The law: Package Travel and Denied Boarding regulations  In practice: breach of contract and compensation  Keeping your terms and conditions within the law  Case law ABTA’s Code of Conduct in practice Diana Missoni, Senior Code Executive, ABTA  Your ABTA Code of Conduct  How the complaints handling procedure works in practice  Common breaches of the code and how to avoid them

12:40 13:30

14:20

14:45 15:00

15:40

16:00

16:10

Lunch Deciphering arbitration Charles Fachiri, Senior Customer Support Manager, ABTA Marcus Rutherford, Arbitrator  Overview of the arbitration scheme  Best processes and preparation  How to deal with a complaint on a published award Manage complaints – use your evidence Georgina Hunt, Senior Coordinator – Legal, Kuoni  Effective complaints reporting  Reacting and utilising the evidence Tea and coffee break Managing your people and processes – a panel discussion Daryl Nurthen, Business Support Manager, ABTA Karen Hart, Head of Legal and Consumer Affairs, The Lotus Group Kim Daplyn, Customer Relations Manager, Travel Republic ABTA – tools and resources Daryl Nurthen, Business Support Manager, ABTA  ABTA – your business support  Know your guidance notes Summary and final questions Charles Fachiri, Senior Customer Support Manager, ABTA  Final thoughts to manage complaints Networking drinks reception

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