This practical seminar is tailored for the travel industry and delivers practical advice and information to help you to improve your customer complaints management strategy.
ABTA speakers and external experts will look at the whole complaints handling process including; ABTA’s Code of Conduct; how to identify business risks and manage people and processes; the effective use of social media; using the evidence from your complaints; and the arbitration process.
The day include sessions and best practice guidance from ABTA, industry case studies, panel discussions and group discussion sessions to enable practical learning.
To view the full programme click here.
Moderated by ABTA including:
Charles Fachiri, Senior Customer Support Manager, ABTA
Daryl Nurthen, Business Support Manager, ABTA
Marcus Rutherford, Arbitrator
Chris Flanagan, General Manager - Customer Service & Data Control, Jet2 & Jet2holidays
A legal expert
A marketing expert
Travel industry guest speaker
- Top tips to manage complaints through social media.
- Improve your understanding of legal liability.
- Hear how the Code of Conduct works in practice, common breaches of the Code and how to avoid them.
- Preparing for arbitration.
- Personal injury conciliation
- Industry case studies – how your industry peers manage their complaints.
- Panel discussions and interactive sessions to enable practical learning.
The full event programme will be released shortly.
The seminar is aimed at those working in travel who are responsible for developing, influencing and implementing your complaints handling strategy, as well as those who oversee your business complaints handling procedures.
This event is ideal for owners, directors, team leaders and managers in customer care, customer relations and operations.
ABTA Member / ABTA Partner rate* - £225 plus VAT
Non-member rate - £345 plus VAT
*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number.
Aptean Respond is a leading complaints, case and feedback management solution. Travel Operator A has a team of people using Aptean Respond to capture, investigate, resolve and learn from good and bad customer feedback. The business hears its customers, retains business and has a strong brand. Operator B has an Access Database controlled by IT. They create reports monthly from raw data and lack processes and insights. Their customer service scores are worrying and their brand shows it.
Talk to Aptean Respond about how you can be Travel Operator A.
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