A deep dive into the central role of customer service: This was the theme of the engaging session with Christina Foerster, Member of the Lufthansa Group Executive Board.

O ur Lufthansa InTouch headquarters in Berlin pulled out all the stops when proudly hosting the visit of Christina Foerster. First-hand insights into our global network, how we work hand-in-hand to assist our customers and strategic role of customer service were high on the agenda on that 22nd of February 2021. Christina Foerster is member of the Lufthansa Group Executive Board and responsible for Customer, IT & Corporate Responsibility.

“I want to thank you for all the passion you put over the past year. It is key for us to empower the people who are in direct exchange with our customers” – Christina Foerster, Member of the LHG Executive Board.

Deep dive into Customer Experience

A guided tour through the Centre kicked off Christina’s visit. She was introduced to Berlin’s extensive service portfolio, how the different services are interlinked and got insights into our global steering. Christina took the opportunity for a intensive exchange with Consultants; they discussed the advantages of Customer Feedback Management services now offered at Lufthansa InTouch.

A virtual Meet & Greet session allowed Lufthansa InTouch colleagues from around the world joining into Christina´s visit. In her opening statement, Christina outlined the corporate strategy of the Lufthansa Group which paves the path for successful post-pandemic travels. First, to make ReNew a success. Second, to focus even more strongly on customers. And third, to accelerate the responsibility for greater sustainability in air transport. – Furthermore, Christina emphasised on the vital role of customer service: Because excellent customer experience is a vital differentiator in the competitive air travel business.

“We want to focus on customer experience: We want to be easy to reach, we want to be able to solve the inquiries, and we want to offer a seamless handover between the different points of contact” ”, Christina Foerster concluded.