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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!
'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!
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.
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.
‘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.
“It’s raining ... Compliments! Below you can find a snapshot of the most touching compliments our Air travel Consultants received in the past few months. A passenger called Eduardo (Portuguese team in Dublin) and then wrote: “I can’t thank you enough, Eduardo. During a time when I’m dealing with a sick wife you have been a life saver. In any industry, service is the distinguishing factor, and your service was exceptional.” Two colleagues from the Bulgarian team in Brno received the following compliments: “We wish all our partners were like you – clever, serious, and responsible! Not giving us standard answers but putting all their efforts and sincere desire to help and solve the problems! Thank you very much for your cooperation and understanding!” Bakgametsi from the Cape Town Service Centre received this message: “Bakgametsi is an asset to your company; she was always smiling throughout the call. If I had to rate Bakgametsi’s service out of 10, I would give her 100!” Our Consultants are truly best at being in touch. It is such a pleasure to work with them!
On the Move 2018/2019. 17 colleagues to explore our global network! The 2018/2019 edition of the LH InTouch exchange programme ‘On the Move’ is in full swing. 17 colleagues from the seven Service Centres of LH InTouch’s global network have been selected to participate. They will be going On the Move across the LH InTouch network in the upcoming months; starting with Sonia, HBA Team Quality Specialist, who left YPQ for IST at the beginning of September. “We launched this successful programme to give our colleagues the opportunity to experience a new city and culture, meet their co-workers in person, and exchange best practices”, says Nadin Gebhardt, Head of Group HR. “Most importantly: They will enjoy our International Team Spirit which Lufthansa InTouch stands for!” ‘On the Move’ allows staff members from all LH InTouch Service Centres to work at another site for up to eight weeks, doing the same job as at their home Centre. The exchange programme was introduced in 2014. For the 2018 edition, about 130 people applied. LH InTouch sponsors this experience.