Event details
ABTA's popular Complaints Handling Training will give you the tools and techniques to deal with verbal, written and online complaints effectively.
Attend this one-day training to gain the skills and confidence needed to represent your business professionally when dealing with customer complaints.
About the event
Early bird rates will expire on 30 August.
Unhappy customers and negative reviews are the nightmare of any travel company. And with social media providing customers an open platform to call out bad experiences, the stakes for travel businesses are higher than ever.
An effective complaints handling process and a well-trained complaints handling team play a key role in preventing complaints from escalating. Indeed, a satisfactory complaints process that meets or exceeds complainants’ expectations has the potential to turn unhappy customers into loyal brand advocates.
ABTA’s Complaints Handling Training for Travel is ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process.
The workshop will give you the core skills to help you deal with complaints effectively, including verbal, written and online complaint handling techniques.
Refresh your skills and hear best practice for responding to complaints effectively across a variety of channels including email, phone and social media. Benefit from group work, practical exercises and presentations.
Hear best practice for evidence gathering and reporting complaints including the importance of communicating changes and managing customer expectations. Hear how your industry peers deal with their customer complaints and discuss the common challenges you face.
Sessions
• Learn how to manage challenging customers
• Learn how to respond to complaints via social media, telephone, email and online
• Understand how to make the most of your complaints and evidence gathering
• Interactive techniques workshop: handling complaints on the phone
• Interactive techniques workshop: handling complaints in writing
• Learn how to prevent complaints and hear real life examples from travel companies.
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.
- Diana Missoni, Code of Conduct Manager, ABTA
- Sarah Buckley, Customer Information Manager, ABTA
- Michael Wallis, Customer Success Manager, Discover the World
- Kim Daplyn, Global Head of Guest Relations, Swan Hellenic
- Sarah Reed, Customer Resolution Manager, Iglu
Benefits of attending
• Gain the skills and confidence you need to effectively deal with complaints
• Take part in practical exercises tailored for the travel industry
• Get top tips for dealing with verbal, written and online complaints
• Bring your questions to the experts
• Hear how your industry peers deal with their customer complaints and discuss the common challenges you face.
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 teams
• Guest relations and guest experience teams
• Operations teams.
Event prices
ABTA members/Partners:
Early bird member rate - £249
Standard member rate - £279
Non-members:
Early bird non-member rate - £389
Standard non-member rate - £419
Early bird rates will expire on 30 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.
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.
*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.
Non-members are welcome to attend. For information about becoming a member click here.
Sponsorship
For information on sponsorship opportunities please contact Sara Dolan on 07766 517 611 or email sdolan@abta.co.uk.