F rom international exchange programmes to local initiatives – Lufthansa InTouch attaches great importance to employee engagement. It’s our mission to make sure our staff members worldwide are valued for their daily contribution! As a reflection of this approach, Lufthansa InTouch has been nominated for the German Contact Centre Quality Award (CCV) for our employee-oriented concept, in the category ‘Employee Orientation’.
“Being nominated for the most important Service Centre Award in Germany is a great honour for us”, says Tobias Vögtlin, CEO Lufthansa InTouch and Head of Customer Servicing LH Group. “It shows we are recognised as an organisation with outstanding employee orientation.”
Tobias Vögtlin, CEO Lufthansa InTouch and Head of Customer Servicing LH Group.
“At Lufthansa InTouch we strive to be best at being in touch with our colleagues”, says Nadin Gebhardt, Head of Group HR at Lufthansa InTouch. “Staying true to this mission, we invest heavily in measures to improve employee satisfaction.” Key measures include the international exchange programme ‘On the Move’, and the popular ‘Airport & Product Days’, which allow staff members to visit the main Hub of the Lufthansa Group in Germany, Switzerland and Austria.
Providing passengers with excellent customer service is a top priority for LH InTouch. “It is crucial that our employees are able to experience the products of the Lufthansa Group first-hand, and exchange information internationally – at the operational level as well as between Customer Service Consultants and management”, Tobias Vögtlin emphasises. Further to this, Lufthansa InTouch facilitates soft skills training worldwide. “Our people are the core of our business”, Nadin Gebhardt adds; “We are convinced that happy employees will make our customers happy, and it is key for us that our people feel valued and their contribution appreciated.”
Nadin Gebhardt, Head of Group HR Lufthansa InTouch.
The success of these measures is certainly visible. “To live the internationality of the airline industry and the quality standards of the Lufthansa Group products, our employee programmes promote international cooperation and high-quality customer service”, says Tobias Vögtlin. The nomination for the CCV Award is another indication of Lufthansa InTouch being an attractive employer.
Since 2003 the CCV Quality Award honours the high level of customer dialogue in Germany on an annual basis. This year’s award ceremony and announcement of the winners will take place on the 14th of November 2019 in Berlin, Germany.