Seminar

Advanced Complaints Management Seminar – London

    25 June 2019
  • Venue:
    ABTA Ltd
  • Location:
    30 Park Street, London, SE1 9EQ
  • View on Google Maps
  • View agenda
  • View Upcoming Events
past event

Event details

ABTA's advanced level seminar is aimed at those who are responsible for developing and implementing their organisation’s complaints management strategy. Understand how to manage your complaints process and take away top tips that you can implement within your business.

About the event

How well you manage your complaints is a key factor when customers differentiate you between your competitors. Understand how to manage your complaints process and take away top tips that you can implement within your business. 

Benefit from an update on how the new Package Travel Regulations have affected travel businesses and the main clauses that you need to be aware of when managing complaints. Learn about the alternative dispute resolution options that are available to you and get tips on how best to prepare for customer complaints. 

ABTA speakers and external experts will look at the whole customer compaints process including; your legal responsibilities; ABTA’s updated Code of Conduct; managing business safety risks; how to manage your people and processes and alternative dispute resolution.
 

Sessions

  • The law: Package Travel and Denied Boarding regulations 
  • What generates complaints? 
  • Carrying out effective complaints investigations 
  • Best processes and preparation for arbitration and conciliation
  • The updated Code of Conduct and the support that ABTA can offer
  • Managing business safety risks
  • Using complaints to improve your services and products

Speakers

  • Moderator: Charles Fachiri, Senior Customer Support Manager, ABTA
  • Alex Padfield, Director, Hextalls Law
  • Diana Missoni, Code of Conduct Manager, ABTA
  • Gregg Hunt, Managing Director, Hunt ADR
  • Irena Jasinski, Customer Services Manager, Balkan Holidays
  • Daryl Nurthen, Business Support Manager, ABTA
  • Donna Boucher, Senior Destinations Executive – Health, Safety, Crisis, Operations, ABTA

Benefits of attending

  • Learn how to improve your complaints strategy, manage customer expectations and tailor your processes
  • Improve your understanding of your legal liability including The Package Travel Regulations 
  • Hear how ABTA’s Code of Conduct works in practice, common breaches of the Code and how ABTA can support you
  • Gain an in-depth understanding of the arbitration and conciliation scheme including the best processes and preparation for a case
  • Industry case studies – network with your industry peers to hear how they manage their complaints

Who should attend?

The advanced level seminar is aimed at those who are responsible for developing and implementing a complaints handling strategy, or who oversee business complaints handling procedures.  


This event is ideal for team leaders and managers in customer care, customer relations and operations, and those who have completed the complaints handling workshop and are looking for the next level.
 

Event prices

ABTA Member/ABTA Partner rate* – £229 plus VAT 
Non-Member rate –  £349 plus VAT

Other information

Non-Members are welcome to attend. For information about becoming a Member click here.
View our booking terms and conditions here.

Make payment by debit or credit card. UK VAT will be applied.
ABTA Members can also request an invoice.


*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number or your application must be in progress when the event takes place.

Event sponsorship

For details on how to promote your company via headline sponsorship, branding and exhibition, contact Matt Turton on 020 3693 0194 or mturton@abta.co.uk 

To view our commercial opportunities click here.

I want more information about this event

Contact us for more information about this event.
Signup for Event updates

Sponsorship