Delivering Customer Service in the Coronavirus Crisis – webinar

20 May 2020 14:30-16:00

Event details

ABTA’s weekly business resilience webinars are delivered in collaboration with trusted ABTA Partners and offer business support and advice to travel businesses during this crucial time.

About this webinar

ABTA’s webinar will provide practical guidance on how travel companies can improve their customer service during the Coronavirus crisis. How can you adapt to remote working and reduced workforces, whilst dealing with increased customer enquiries?

Get practical advice on how to handle the increased number of calls and demand from customers. Hear advice on how your customer service teams can respond to enquiries about refunds and balance payments. Understand how to use webchats and other chat functions effectively to assist your resource planning and improve your customers’ experience.

Explore the longer term considerations for your travel company and how to provide good customer service during the recovery. How will customer enquiries change and how will you respond to new customer demands, whilst continuing to deal with existing enquires?


  • Guidance on how to deliver customer service with reduced/remote workforces
  • Practical tips for dealing with increased customer demand
  • Responding to common customer enquiries e.g. refunds and balance payments – what is ABTA seeing?
  • Technologies that can help – learn about chat platforms, virtual and video and call management tips
  • Discuss your long term strategies – how customer expectations will change post-Coronavirus and planning ahead for the recovery


  • Joanna Causon, CEO, Institute for Customer Service (ICS)
  • Charles Fachiri, Senior Customer Support Manager, ABTA
  • Joanna Kolatsis, Director, Themis Advisory
  • Simon Johnson, General Manager, Freshworks UK&I


ABTA Members and Partners* – Free of charge.
Non-Members – £99 plus VAT.
*Must have a current ABTA Member/Partner number.

Published On: 15th May 2020 - Last modified: 10th Jun 2020
Read more about - Archived Content,

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.