Due to demand from Members, ABTA is bringing back its popular Complaints Handling Training for Travel, virtually.

The one-day workshop has been designed to provide core skills training to help you effectively deal with customer complaints.

With travel beginning to unlock, use the day to refresh your existing skills and get a better understanding of how to manage complaints via a variety of channels including written, over the phone and on social media. 

The day will start with a recap on what generates complaints and what you need to be aware of as customers begin to travel again.  Hear how to use complaints and feedback to improve your services and address the root cause of complaints.

Take part in three interactive sessions throughout the day. The first will focus on written complaints, with practical advice for managing difficult conversations, and the most effective ways of saying ‘no’ and ‘sorry’. The second session will give top tips for managing and resolving complaints over the phone, with the final interactive session looking at handling complaints on social media. Hear best practice advice for managing feedback via social including tone of voice and messaging.

In the afternoon, ABTA Partner Freshworks will look at using technology to resolve customer issues and how you can manage customers’ problems more efficiently as expectations rise.

ABTA speakers will explore how ABTA can assist you throughout the complaints journey and give an introduction to ABTA’s Alternative Dispute Resolution schemes. 

To find out more information about next week’s event, download the full agenda and register your place, click here.