09 Mar

ABTA’s Complaints Handling Workshop

Kicking off our 2016 complaints series was ABTA’s first Complaints Handling Workshop of the year. On Thursday 3 March, delegates were welcomed to the ABTA Headquarters in London Bridge for this sold out event.

The day was moderated by ABTA’s Senior Customer Support Manager, Charles Fachiri, who began the workshop by setting the scene and running through what the Customer Support team does. Other speakers included ABTA experts as well as a Kim Daplyn from Travel Republic and Tracey Knott from ABTA Partner, JournE training.

Highlights of the event included a practical exercise on different complaint handling techniques where delegates helped to put together a list of ‘killer sentences’ to use in letter writing, as well as hearing the best ways to handle telephone complaints. Attendees also heard about how ABTA can help, how to make the most of complaints and how to manage people’s expectations.

The workshop was rounded off with a networking drinks reception where the event was discussed and conversations from the day were carried on.

The overall feedback was very positive with participants mentioning that they have learnt some good techniques and found the workshop eye opening and extremely useful.

We look forward to April when we will be hosting the follow up seminar to this event, Managing Customer Complaints. There are still a few places left, so if you would like to attend please see abta.com to book your place.

If you would like more information on this event or would like to see which other workshops and seminars ABTA hosts please see the events pages on abta.com or email events@abta.co.uk where one of the team will happily provide you with more details.