NEW COMPLAINTS HANDLING GUIDE FROM ABTA AND BSI
Date published: 14 October 2008ABTA, for the first time, has joined forces with the BSI Management Systems (BSI) to produce a guide on how to implement an effective complaints-handling process. Members can use the guide to assist them with implementing a complaints handling Management System and they can then be audited against the standard. If successful they will be recommended for certification to ISO 10002 Customer Complaint Satisfaction and Complaints Handling.
The ABTA Code of Conduct already has a section outlining best practice for communication between clients and ABTA, and requires Members to deal with complaints promptly within certain time limits, but the new guide will give companies more detailed information on how to implement a system that will enhance customer loyalty and gain important feedback to help Members improve their products and services.
Simon Bunce, ABTA’s Head of Legal and Member Services said: “We have been delighted to work together with BSI to develop this guide to assist our members in pursuit of certification. The guide forms part of our Business Support service. Handling complaints effectively is a key way to ensure that a company can gain a good reputation both with its customers and a result within the industry.”
The guide explains a management system, which includes how to engage top-level management, the importance of training staff in the process, and establishing monitoring. It also gives suggested wordings, steps for letter writing success and details on how to inform customers clearly that a company has a complaints process.
For ABTA Members to achieve ISO10002 registration, they need to implement a customer complaints system showing that they comply with the requirements in the standard.
This guidance note is available in the Members' area of www.abta.com. Choose Guidance & Advice in the left-hand menu, click on Guidance Notes and select Dealing With Complaints: Complaint Handling, and Dealing With Complaints: Complaint Handling Workbook
For further information
Sean Tipton, Communications Officer, tel: 020 7307 1902/1900
Frances Tuke, Public Relations Manager, tel: 020 7307 1903/1900
Casia Zajac, Head of Communications, tel: 020 7307 1987
Mobile: 07894 073010
Out of Hours: Contact the Duty Press Officer via pager: 07659 190987
E-mail: press@abta.co.uk
Web: www.abta.com
BSI Contact Details
Antony Barrett, Product Marketing Manager, tel: 0845 080 9000
Email: antony.barrett@bsigroup.com
Web: www.bsigroup.co.uk
Notes to editors
