7:40 AM
Arriving at Work
Hi, I’m Elina. The sun is rising over Brno and I just arrived at work. I’m excited about the day ahead and I’m looking forward to making my customers’ day.
Our people are our biggest asset, and we invest in their development. Our team members learn new things every day through ongoing training, to develop their skills and impress our customers. We also offer international career development opportunities – putting you in charge of your career development path.
Our global Service Centres handle flight reservations and ticket sales, information and bookings on Miles & More (Lufthansa’s loyalty programme), Special Service Requests, Baggage Tracing, Travel Agency Support, Technical Support, Social Media, and Customer Feedback Management.
We’ll teach you everything you need to know to provide great service to our customers. This includes information about our company and our processes, as well as valuable soft-skills.
Once you’re on board and able to service customers, we’ll help you to grow and develop your career at Lufthansa InTouch. Our Talents InTouch Development Programme offers an exciting variety of customised learning modules and workshops aimed at Coaches, Trainers, Quality Specialists and Team Leaders. Our web-based solutions makes it possible to learn across our international network, share our experiences and learn from each other.
Hi, I’m Elina. The sun is rising over Brno and I just arrived at work. I’m excited about the day ahead and I’m looking forward to making my customers’ day.
My day starts with a Team Meeting to discuss the team’s targets, performance results, and other topics related to the services we offer.
After the meeting I share a presentation about Lufthansa Free Baggage Allowance. I prepared the presentation to support my new colleagues to become best at being in touch with our customers.
After the presentation, I hold a Q&A session on this topic with the rest of the team. Sharing knowledge is the best way to learn collectively!
I am now discussing my personal targets with my Team Leader. We listen to my recorded calls, focus on my strengths and agree on areas for development.
My Team Leader gives me encouraging feedback on my overall performance. This truly makes my day!
After the feedback with my Team Leader, I take a short break to enjoy a delicious cup of coffee. It’s always a pleasure to have some time for myself or to chat to my colleagues in a relaxed atmosphere.
Feeling refreshed, I’m happily attending to Lufthansa Group passengers’ requests. I strive to be best at being in touch with each customer, providing outstanding customer service.
My work day is over. I’ve accomplished my goals by helping many people with their queries and learning new things. Now I’m looking forward to some well-earned time off!
In July 2015 we launched a Home-Based Agent concept that enables Customer Service Consultants to assist passengers from home. What started as a groundbreaking enterprise has now developed into a highly specialised team handling a variety of services to customers. It’s just one more way to stay on top of our game.
Become a Home-Based Agent
’The Home-Based Agent chat room allows us to give our Consultants hands-on support, just as if they were sitting right next to us.’