Lufthansa InTouch

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http://glassdoor.com/slink.htm?key=vMlXd Live. Interactive. VIP. Instatouch! The 2019 edition of the instatouch event series kicked off to a great start. This year, a member of the Lufthansa Group Board of Directors attended Lufthansa InTouch’s staff event. On the 28th of June, Tobias Vögtlin (CEO of Lufthansa InTouch and Head of Customer Servicing Operations) and Sandra Harrington (Site Operations Manager LH InTouch Peterborough) welcomed Dr. Bettina Volkens, Executive Board Member of Deutsche Lufthansa AG, and Martin Apsel-von zur Gathen (Head of Product Management Customer Servicing) in Peterborough, Canada. About 120 Peterborough-based LH InTouch staff members participated in the event. The event set its focus on people topics – such as talent development, leadership programmes, and corporate social responsibility. It gave insights into customer service in The Americas in conjunction with the Home Based Agent concept. Have a peek at how we brought the impressions of the day to life in our instatouch video!...Show more

'Make someone's day, every day by being best at being in touch with colleagues, customers and clients’ This is the heart of Lufthansa InTouch corporate identity and indeed it is our corporate mission. As an organization “we strive to be true to this mission”, says Nadin Gebhardt, Head of Group HR at LH InTouch “by making sure it infuses every aspect of our daily work.” For this reason, we designed a number of HR and Marketing initiatives to propel the message among all colleagues in the organization. “With the latest campaign we aimed at establishing gratitude as an integrative element of our corporate behavior”, says Nadin. When releasing the kick-off video together with a poster series, the campaign took off on its successful journey around the world. Since then, hundreds of colleagues expressed their appreciation for other colleagues and 'support teams'. Nadin concludes: “To keep this momentum going, we created a special section on our internal Blog – a Thank You page, where people can keep sharing gratitude with whoever made their day”. Simply beautiful!...Show more

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Customer Compliment: Applause to the KAS Team! “Hat’s off to all the team members of the Key Account Service (KAS) Team in Peterborough. Your work really helps us as Account Managers to do our job of servicing the Travel Agents and increasing our sales.” Sherif Sedhom (YTO GG, Account Manager Lufthansa Group) sums up the great feedback he received at the annual travel show in Toronto. The event, hosted by one of the top travel agencies in Toronto, took place on the 11th of April 2019, and was attended by about 600 Travel Agents. Sherif emphasised that all their accounts are very pleased with the sales support provided by the KAS Team; they choose Lufthansa Group over other airlines because of the team‘s creative and tailor-made solutions to the individual accounts. The KAS Team handles Business-to-Business services for Travel Agents from both the Corporate and Leisure sides; they also provide assistance to Joint Venture partners representing other airlines....Show more

Lufthansa Group Customer Service Conference 3 airlines. 17 million customer contacts. 1 customer service community. This was the aim of the 3-day event that took place in Seeheim, Germany this March 2019. More than 250 colleagues from the Lufthansa Group (including many from Lufthansa InTouch) came together in a joint approach to shape the future of the Lufthansa Group’s Customer Service. Annette Mann, Head of Product Management pointed out that “Our aim is to position the Lufthansa Group Customer Service in such a way that people will love flying with Lufthansa, Austrian, and Swiss even more”. During the packed three days, participants took part in interactive workshops and informative exhibition stands. In future, colleagues from all Lufthansa Group Airlines will work together very closely to give our passengers what they truly deserve: A personalised, seamless, online and offline integrated travel experience....Show more

‘Make a Difference’ tours the world 7 Sites. 14 Workshops. 2 Months. Over 90 participants. That’s the impressive result of the leadership programme which LH InTouch kicked off in the last quarter of 2018. Birgit Karl (Director Product & Processes, LH InTouch), together with Nadine Haag (Group Strategic Training Manager) designed the programme `Make a Difference´ and rolled it out across our network. `Make a Difference´ targets Team Leaders and Customer Service Managers working in the customer service environment. “The inspiring programme encourages participants to reflect on their leadership role; it emphasises the positive impact each individual has on their team, colleagues, customers, and our company´s success”, says Tobias Vögtlin, Head of Customer Servicing Operations (HE/OS-O) and CEO LH InTouch. Team Leaders who manage Consultants working from home (Home Based Agents) were treated to a special add-on to the standard programme. Reason being, managing team members remotely requires a different skillsset – since communication is conducted mostly verbally via virtual channels....Show more