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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.)