Event details ABTA's essential Complaints Handling Training will give you the tools and techniques to deal with verbal, written and online complaints effectively. Ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process, attend this one-day training to gain the skills and confidence to represent your business professionally.Unhappy customers and negative reviews are the nightmare of any travel company. Social media provides customers with an open platform to call out bad experiences, making the stakes for travel businesses higher than ever. Meanwhile, AI is increasingly being used to support teams and enable faster response times, as well as by customers to formulate complaints.An effective complaints handling process and a well-trained team play a key role in preventing complaints from escalating. Indeed, a satisfactory complaints process that meets or exceeds expectations has the potential to turn unhappy customers into loyal brand advocates. ABTA’s practical training provides actionable guidance and sessions to refresh your skills, learn best practice for responding to complaints effectively across a variety of channels including email, phone, social media & more. Understand how AI can be used to manage the volume of complaints and improve your responses. Benefit from group work, practical exercises and presentations. Learn how to best gather evidence and report complaints including the importance of communicating changes and managing customer expectations. Understand how your industry peers deal with their customer complaints and discuss the common challenges you face. Sessions Gathering information and establishing the facts to prepare your response to customersABTA’s Code of Conduct and support availableHow to handle positive and negative reviews online and top tips for dealing with online reviewsManaging schedule changes, amendments, postponements and cancellations The role of AI in handling complaints – the impact of customers using AI to complain and how can AI be used to support responsesInteractive workshops: handling complaints on the phone and in writing. Speakers Moderator: Charles Fachiri, Senior Customer Information Manager, ABTA Charles started his career in travel in 1987 when he worked for Sunmed Holidays, in the overseas operations office in Turkey and upon his return to the UK within the reservations and customer relations departments. He later moved on to work for Cosmos within the same field of customer relations, where he inspected hotels and followed up on complaints in destination. Charles then moved into the cruise sector where he worked for Royal Caribbean Cruise Lines. In 1997 Charles joined ABTA and now is the Senior Customer Information Manager. Benefits Benefits of attending Gain the skills and confidence you need to effectively deal with complaintsTake part in practical exercises designed to improve your handling techniques for both phone and written complaintsUnderstand how AI can support the complaints process Get top tips for dealing with online reviews Bring your questions to the experts Hear real life examples and how your industry peers deal with their customer complaints. Who should attend?Travel professionals who are in customer facing roles. The training is designed to benefit both large and small companies and is ideal for all levels of seniority in the following teams and job roles:Customer services, customer care and customer relations teamsGuest relations and guest experience teamsOperations teams. A really great day, all speakers were very beneficial and enthusiastic and answered all questions very well. Georgia Harris, Regent Seven Seas Cruises and Oceania Cruises A highly informative and most enjoyable event, with a relaxed atmosphere and great speakers. I now feel better equipped and more confident at managing complaints. Rebecca Wade, Vintage Travel Great day met some really nice, knowledgeable people. Great to share our experiences. I would highly recommend. Danielle Durrant, Destinology Prices ABTA members & Partners Early Bird member rate - £269 Standard member rate - £299Early bird rates will expire on 14 August.This includes lunch and refreshments throughout the day, all delegate materials, presentations and an attendee certificate. Make payment by credit or debit card. View our booking terms and conditions here.*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. Register now Non-members Early Bird non-member rate - £419Standard non-member rate - £449Early bird rates will expire on 14 August.This includes lunch and refreshments throughout the day, all delegate materials, presentations and an attendee certificate.Make payment by credit or debit card.View our booking terms and conditions here. Register now Discounts Book three places and get 50% off the third place.(This discount will be automatically applied when you book online.)If you are looking to book for a larger group please contact events@abta.co.uk for a bespoke discount. Register now
A really great day, all speakers were very beneficial and enthusiastic and answered all questions very well. Georgia Harris, Regent Seven Seas Cruises and Oceania Cruises
A highly informative and most enjoyable event, with a relaxed atmosphere and great speakers. I now feel better equipped and more confident at managing complaints. Rebecca Wade, Vintage Travel
Great day met some really nice, knowledgeable people. Great to share our experiences. I would highly recommend. Danielle Durrant, Destinology
