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• Flipchart die fünf Serviceversprechen und Service Excellence you make the difference
• Einführung Today, I have the pleasure to give you some information on a pillar of the Lufthansa business strategy
• cabin mission statement It is the cabin mission statement: Service Excellence you make the difference
• The project focusses on the cabin crews as well as on the managers
• warum The competition Lufthansa is facing is forcing us to implement new technical achievements
• the key to the success of our company is not to find in the idea of longer, faster, more. It is an excellent service with a personal approach towards our customer. the key to the success of our company is not to find in the idea of longer, faster, more. It is an excellent service with a personal approach towards our customer. 
• How can we measure service quality? Many passengers tell me about their on-board flight experiences. 
• They scarcely tell me what movie they saw or what food was offered. They scarcely tell me what movie they saw or what food was offered. 
• But very often they tell me from the contact they had with the people they met. 
• Very often they tell me if the crew was nice or uncaring. It turns out that it is not important if they had been helped but how they had been treated. 
• These interactions seem to burn into peoples memory. 
• Studies in Customer Relationship management have shown: Customers who complain can become very loyal customers. If you take care of their concern in a friendly and understanding matter. 
• Even Even - and this is very improtant: Even if you are not able to solve the problem completely.
• Challenge this is a great chellenge for each employee. But Lufthansa knows that it is working. 
• was hat LH daher gemacht Therefore Lufthansa has been invesing a lot in this initiative for the past five years so that the crews can deal with all kinds of situations.
• There is scientific proof There is scientific proof that a well positioned company offering premium service can keep up higher prices. 
• To do so To do so it is necessary to delegate decisions to the employees who are in direct contact with the customers. 
• Was braucht die Kabine We the cabin crews need to have an idea of the goals of our company and we need to know why our performance is that important. 
• Was bedeutet das? This means to trust the cabin crews - to put confidence in our competence to make responsible decisions.
• price A company that differentiates itself from the rest of the market through cheap prices will not be able to realize profit in the long run. 
• It seems much cleverer It seems much cleverer to invest into a high-quality-strategy. 
• The initiative Service Excellence The initiative Service Excellence has been focussing sind 2004 this service willingness with different campaigns. It has been offering helpful suggestions for our performance on board. 
• On Board Service Excellence has become an inherent part of our service culture and is being followed wholehartedly by the cabin crews. 
• solutions Service Excellence keeps offering extraordinary, creative solutions to make our passengers feel at home on board. 
• personality Making use of our personality and our professionalism we are meeting or even exceeding our passengers needs day after day. 
• die Fünf Service Versprechen The core of Service Excellence are the five service promises to our customers.
• comitted We - the cabin crews are comitted to these promises. 
• These promises... travel with us on board and we create new solutions on every flight
• What are these service promises ... ... And how are they being put into practice?
• 1. We take care of you personally 6 Punkte personal introduction greeting parting small talk i am here I am in charge
• Personal introduction Purser is introducing himself in First Class to the guest
• Greeting Greeting our clients at boarding 
• Polite parting Seeking actively feedback from the status clients through the purser, giving information on connecting flights
• small talk Joy and ability for small talk
• Giving the feeling I am here just to make you feel good. For example: Without being asked I realize that the passenger needs some rest. 
• I feel responsible for my passengers I am in charge, multi-class action. 
• Verantwortung Verantwortung in der Beziehung statt Nicht-Zuständigkeit - z.B. klassenübergreifendes Handeln.
• We ensure safety you can feel 6 Punkte careful thought - special needs - order and clean - structured service processes - irregular situations - clean and tidy 
• announcements Giving careful thought to the announcements, especially the safety instructions. Avoiding the use of colloquial language and dialect.
• special needs Taking special care of guests with special needs 
• how Helping a blind passenger - I give him information on how the food is arranged on the tray. Hilfestellung geben, z.B. bei einem blinden Gast auf die Anordnung des Tabletts hinweisen. 
• The galleys are in order and clean. Verlassen wie sie vorgefunden wurde 
• Structure Structured service processes Using the galley briefing to coordinate the service beforehand.
• irregular situations Help passengers understand irregular situations better. Give them all the relevant information, for example on delays - Flight attendants are present in the cabin.
• Clean and tidy cleaning the coffee machines, checking toilets
• We have an eye for detail 4 Punkte personal touch - creativity - gastronomic tricks - product expertise
• personal touch Give your appearance a personal touch - classy and suitable accessories to the uniform
• creativity showing creativity in the service process - Überraschen bei Anlässen - Kinderessen liebevoll garnieren
• creativity showing creativity in the service process - Überraschen bei Anlässen - Kinderessen liebevoll garnieren
• gastronomic tricks cooling vodka glasses

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