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    17 May 2018


    ABTA Ltd


    ABTA, 30 Park Street, London, SE1 9EQ

    Book Online

    Delivering Customer Service Excellence – London

    Event details

    Is your customer service consistently high across all channels: phone, email, face-to-face, social media and online? Would you like to deliver better customer service? 

    Following the success of ABTA’s first Customer Service Excellence conference last year, this seminar explores how you can drive business growth and improve brand loyalty by delivering excellent customer service. Whether your customer is travelling for business or pleasure, the service they receive both prior to and post-departure will determine whether they return to use your services again. For new customers, improved customer service may also be the deciding factor on how likely they are to complete the booking with you, directly impacting your sales.

    This practical one-day seminar is tailored for those working in travel, including large, medium and small organisations and will look at ways to improve your customer service strategy, engage your workforce and improve communication across all channels. 

    View the agenda


    • Trends in customer service within travel, including technology and review platforms
    • Your customer service strategy
    • Multi-channel communication, including email, internet chat and phone
    • The business case –  how to increase sales, build loyalty and brand awareness via excellent customer service
    • Best practice for handling complaints
    • Delivering the required health and safety information in an attractive way to your customers, pre and post-sale
    • Training and workforce –  empowering staff to do the right thing for customers 
    • Leveraging social media and mobile engagement


    • Moderator: Charles Fachiri, Senior Customer Support Manager, ABTA
    • Joanna Causon, CEO, The Institute of Customer Service 
    • Della Hall, Customer Relations Manager, Classic Collection Holidays
    • Jenny Shepherd, Customer Relations Manager, Virgin Holidays 
    • Lynsay Collins, Head of Customer Service, Heathrow Express
    • Joe Beattie, Customer Relations Manager – CARE, Heathrow Airport 
    • Scott Woodland, Contact Centre and Unified Communications Technology Transformation Specialist, Unify Communications 
    • Heather Pennock, Destinations Manager, ABTA

    Additional speakers will be announced in due course.

    Benefits of attending

    • To hear real-life industry examples from experienced travel industry customer relation professionals
    • To get guidance on using different channels of communication seamlessly
    • To find out more about measuring customer satisfaction and the return on your investment
    • To review your workforce development – are your team are empowered to do the right thing for the customer?
    • Understand the business case for investing in customer service and how it can generate future business

    Who should attend?

    The event is ideal for those responsible for their customer service strategy in travel including large, medium and small organisations:

    • Managing directors
    • Senior managers
    • Customer operations teams
    • Customer experience teams
    • Sales teams and consultants 

    Event prices

    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 or your application must be in progress when the event takes place.

    Non-members are welcome to attend ABTA Conferences and Events. For information about becoming a Member click here.

    View our booking terms and conditions here.

    Event sponsorship

    Headline sponsor 

    Unify Communications is a market leader in cloud contact centre solutions.

    Today’s travelers expect exceptional customer experiences and so remembering their preferences, delivering a personalized service and solving problems quickly, across every type of interaction, is paramount.

    Our market leading Enterprise Telephony & Contact Centre solutions can help your organisation to deliver award winning omnichannel customer experiences. Our expertise lies in helping organisations migrate from traditional, complex to manage, expensive to run premise based platforms, to customer experience focused subscription services which are highly scalable and extremely reliable. We deliver the technology for better customer service.



    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 on all channels, including social media, 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.

    For details on how to promote your company via headline sponsorship, branding and exhibition, contact Matt Turton on 020 3693 0194 or mturton@abta.co.uk

    To view our commercial opportunities brochure click here.


    ABTA, 30 Park Street, London, SE1 9EQ

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    ABTA, 30 Park Street, London, SE1 9EQ

    View in Google Maps

    Headline sponsor


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    Brilliantly organised and educational. I feel I can apply a lot of what was learnt to improve my customer excellence with clients and staff.

    Jessica Sawbridge

    RSD Travel Ltd