On Tuesday 15 September, our final Complaints Handling Workshop of the year was held at ABTA’s offices in London Bridge.

A full house of delegates were welcomed for a jam-packed day of interacting with others in their industry, learning about how better to deal with complaints and partaking in open discussion on the methods they use in their roles on a day-to-day basis.

This Workshop was aimed at those who work with complaints regularly and want a wider awareness and understanding of the complaint handling process. There were a good mix of delegates from a number of different organisations and all were thoroughly engaged throughout the day, regularly discussing how they deal with complaints in their varying roles.

Speakers presented on a number of topics, including:

• How to optimise and manage your industry relationships
• Social media and complaints
• Complaints and communication
• How ABTA guides and assists you through the complaints journey

Delegates were also given the opportunity to quiz the speakers during an, ‘Ask the experts’ session which enabled a group discussion where speakers and delegates shared their experiences. Following on from this, representatives from ABTA presented on health and safety, arbitration and the support that ABTA provides. To finish off the day, Tracey Knott conducted a workshop looking at how to deal with conflict and how to deal with telephone complaints effectively.

This day has rounded up a hugely successful year of Complaints Handling Workshops and we look forward to starting them again in 2016.

ABTA would like to take this opportunity to thank Tracey Knott from JourneE Training for consistently supporting our workshops with effective training techniques.

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