newstodate.aero
JUN 19, 2003 (newstodate): Lufthansa Cargo plans to take a new stand on handling of customer claims.
As part of a new in-house after sales concept, easySales, the company aims to settle 80 percent of all claims within three days.
-Under the current practice, some 90 percent of all customer claims require between five and ten weeks to be settled, says Andreas Otto, Lufthansa Cargo Board.
Mr Otto says claim handling currently employs a workforce at some 150 people, to be cut by 50 percent when the new concept, based on electronic handling, is enforced by the end of this year.
Lufthansa Cargo plans to concentrate all claims handling at five or six centers in Europe. Thus the center in Stockholm will handle all customer claims in the Nordic markets, UK, and Ireland.
Also part of the new concept is a "triviality limit" below which any claim wil be immediately recognised and settled.
-It wil be no "buffet table", though, says Mr Otto. Data from the claims handling will be entered into the customer profile generated by the system, to allow for easy identification of any trouble spot.
As part of a new in-house after sales concept, easySales, the company aims to settle 80 percent of all claims within three days.
-Under the current practice, some 90 percent of all customer claims require between five and ten weeks to be settled, says Andreas Otto, Lufthansa Cargo Board.
Mr Otto says claim handling currently employs a workforce at some 150 people, to be cut by 50 percent when the new concept, based on electronic handling, is enforced by the end of this year.
Lufthansa Cargo plans to concentrate all claims handling at five or six centers in Europe. Thus the center in Stockholm will handle all customer claims in the Nordic markets, UK, and Ireland.
Also part of the new concept is a "triviality limit" below which any claim wil be immediately recognised and settled.
-It wil be no "buffet table", though, says Mr Otto. Data from the claims handling will be entered into the customer profile generated by the system, to allow for easy identification of any trouble spot.