New complaints guide for ABTA members
ABTA has joined forces with the BSI Management Systems (BSI) to produce a guide on how to handle customer complaints.
The guide is designed to help members implement a complaints handling management system, which can be audited against the standard.
If they are successful, they will be recommended for certification to ISO 10002 Customer Complaint Satisfaction and Complaints Handling.
There is already a section on handling complaints in the ABTA Code of Conduct, but this new guide will give companies more detailed information on how to install a system which enhances customer loyalty.
Simon Bunce, ABTA’s head of legal and member services said: “Handling complaints effectively is a key way to ensure that a company can gain a good reputation both with its customers and a result within the industry.â€
By Bev Fearis
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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