Delivering Customer Service in the Coronavirus Crisis

ABTA's webinar will provide practical guidance on how travel companies can improve their customer service during the Coronavirus crisis. How can you adapt to remote working and reduced workforces, whilst dealing with increased customer enquiries? 

Get practical advice on how to handle the increased number of calls and demand from customers. Hear advice on how your customer service teams can respond to enquiries about refunds and balance payments. Understand how to use webchats and other chat functions effectively to assist your resource planning and improve your customers’ experience.

Explore the longer term considerations for your travel company and how to provide good customer service during the recovery. How will customer enquiries change and how will you respond to new customer demands, whilst continuing to deal with existing enquires? 

Submit your specific questions ahead of, or during the webinar, to be answered in dedicated Q&A sessions.

• Guidance on how to deliver customer service with reduced/remote workforces
• Practical tips for dealing with increased customer demand
• Responding to common customer enquiries e.g. refunds and balance payments – what is ABTA seeing?  
• Technologies that can help – learn about chat platforms, virtual and video and call management tips
• Discuss your long term strategies – how customer expectations will change post-Coronavirus and planning ahead for the recovery

The webinar will be moderated by ABTA. 

Speakers:

• Joanna Causon, CEO, Institute of Customer Service (ICS)
• Charles Fachiri, Senior Customer Support Manager, ABTA
• Joanna Kolatsis, Director, Themis Advisory
• Simon Johnson, General Manager, Freshworks UK&I
• Julian Fisher, Director of Media Output, markettiers4dc

Contributors

Themis Advisory was founded by Joanna Kolatsis, a former partner in City law firm, following almost 20 years providing legal services to the travel and aviation industries. Her expertise includes aviation and travel law, commercial and regulatory matters including the Package Travel Directive and ATOL compliance, aviation regulatory issues including passenger rights and general company commercial and contractual matters including booking terms and conditions, website compliance, charter agreements and complaints handling. Joanna has specific expertise in risk management, crisis management and criminalisation in air and travel incidents.

We are the UK’s leading broadcast PR agency, with more than 20 years experience of producing market-leading, award-winning campaigns for anyone – from innovative start-ups to the world’s biggest brands. Our creative multimedia campaigns generate local, regional, national and international coverage on modern channels, such as live streaming, mobile and social media as well as traditional media, such as TV and radio. With offices and studios in London, Dubai, Brighton and Manchester, our media, PR and marketing campaigns are generating coverage every day for clients all over the world.
 

Contributor and webinar partner

Traditional enterprise software is clunky, expensive and not focused on how you can wow your customers with the ultimate service and experience. At Freshworks, we believe that you deserve better- providing customer-for-life software that’s modern, mobile and affordable- enabling you to deliver wow moments to customers all over the world. We work with industry leaders to streamline customer conversations, automate repetitive work and save time- ensuring that teams can collaborate to deliver world class customer engagement.

ABTA Members and Partners* - Free of charge.

Non-Members - £99 plus VAT.

Our booking terms and conditions can be viewed here. 

_{*Must have a current ABTA Member/Partner number.}