Yesterday ABTA held a one-day Managing Customer Complaints Seminar at its office in London Bridge.

This event builds upon the long-running, popular core-skills Complaints Handling Workshop and is aimed at those who are responsible for developing, influencing, and implementing a complaints handling strategy, as well as those who oversee the business complaints handling procedures.

Delegates were welcomed by ABTA’s Senior Customer Support Manager, Charles Fachiri who kicked off the day by setting the scene, discussing the role of Customer Support at ABTA and best practice when dealing with complaints. The rest of the programme comprised of sessions from a number of ABTA representatives as well as industry specialists from Virgin Holidays, DialAFlight, Fleetway and Travlaw who kindly sponsored the day.

Sessions included:

• Handling and managing business safety risks
• ABTA’s Code of Conduct in practice
• Deciphering arbitration
• Managing your people and processes

The day received a great reaction from participants who interacted brilliantly with the speakers, asking lots of questions and getting a lot of help and advice. They also had the opportunity to meet with ABTA staff members that weren’t involved with the event at a networking drinks reception later in the afternoon. Feedback from the day was very positive with many expressing an interest in future ABTA events.

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 or email events@abta.co.uk where one of the team will happily provide you with more details.