Essential event for customer service staff

ABTA is taking its Complaints Handling Workshop to Manchester on 7 July 2015 following strong demand from Members. This one day event complements the two annual workshops held in London and will enable many more staff from around the country to take advantage of the workshop, which consistently achieves very high ratings and positive feedback from attendees.

Led by Charles Fachiri, ABTA Senior Customer Support Manager, the Complaints Handling Workshop is relevant to anyone who handles or receives complaints and provides a wider awareness and understanding of the complaints handling process. This workshop is aimed at Advisors, Executives, Team Leaders and others in customer relations-orientated roles who frequently liaise with the public.

Delegates will hear from ABTA staff on how to use and react to social media and the role of the ABTA Code of Conduct. They will also gain the benefit of several experienced industry experts outside of ABTA, including Chris Flanagan, Customer Service Manager Jet2.com and leading consultant, Tracey Knott, of JournE Training who will facilitate a number of interactive workshops throughout the day enabling delegates to put into practice what they have learnt in a fun and practical way.

ABTA’s Charles Fachiri said: “I am delighted that following strong demand from Members, we will be heading to Manchester on 7 July 2015. Our Complaints Handling events are amongst the most popular training event that ABTA runs and our aim is to help our Members convert complaints from a negative to a positive story. With customers increasingly aware of their rights and very demanding about the quality they expect from their holiday, it is essential that companies deal effectively with a complaint when things do go wrong and also know how best to deal with the minority of customers who may complain without good reason.”

What will delegates learn?

• How to manage conflicting behaviours.
• How to make the most of complaints and evidence gathering.
• Effective communications when handling complaints and the importance of getting it right.
• How the ABTA Arbitration Scheme works.
• What a company’s obligations are under ABTA’s Code of Conduct.
• Handling complaints through social media.

There will inevitably be strong demand for this event, so to avoid disappointment go to abta.com/events to register.