FlyerTalk Forums - View Single Post - Questions for official LH lurker, LHrelate
Old Jul 24, 2007, 8:57 pm
  #9  
LHrelate
Company Representative - Lufthansa Airlines
 
Join Date: Jun 2007
Location: East Meadow, NY
Programs: Official LH Real Person
Posts: 726
Originally Posted by alex0683de

Michelle, would you like to offer your view on this? Thanks!
Receiving a note of thanks from a customer means the world to me. Recently we did a favor for a couple of kids who were keen on aviation and they left me a sweet voicemail of thanks. It brought me to tears and made my efforts so worth it.

While Customer Relations does resolve problems, we also get lots of mail about great service. When an employee is identified, we do bring them to the personal attention of their manager. If not, the feedback is entered in the database, so it still is recognized in trend reporting.

Positive feedback in one area can be used as an example of what to implement in other areas. It also helps focus our efforts to other areas where improvement may be needed.


Hope this helps,
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