Customer Solutions Teams
In which cities are the CSTs located?
Frankfurt, Atlanta, Shanghai
Where can you download the LH Cargo eServices App?
APP Store, Google Play Store, LH Cargo Website
What is additional information you can access when signing into ePortal?
a) AWB amendment webform
b) shipment notifications via E-Mail
c) Signing- in won’t give me any additional information
a) AWB amendment webform
What’s your homework before contacting any of the customer solutions teams?
Checking E-Tracking, iCap, easySales
Name at least 3 events you can subscribe in e-Tracking on the WEBSITE without sign in for a shipment!
Shipment accepted, departed, arrived, received from flight, ready for pick-up, delivered, TOA change, Exception
Name at least 3 eServices that can be retrieved on the LCAG website!
Manage bookings, track shipments, contact the Customer Solutions Teams, submit claims, request Cool Temperature Deviation analyses, give feedback
Where do you find detailed information on the specific tasks and channels in dealing with the CST and customer service requests in the after sales cosmos?
a) Ask my FG/C
b) Task Matrix or eBase (CSTs, HG-CP)
c) call HHN
b) Task Matrix or eBase (CSTs, HG-CP)
Please point out where you can activate and set up push- notifications in the app!
(see screenshot)
Even without signing- in you and our customers are able to…
a) … see the status of valuable cargo shipments.
b) … file claims with the possibility to directly upload relevant documents or photos via the App.
c)… contact the Customer Solutions Teams via webforms.
b) … file claims with the possibility to directly upload relevant documents or photos via the App.
How can you find out if the CST has opened a ticket for our customer’s irreg?
Check CST ticket view in eS via myOffer (possible on iPad)
How many successful requests are there in e-Tracking worldwide per week?
a) 10.000
b) 25.000
c) 55.000
c) 55.000
Please name at least one advantage of using our eServices.
Quicker processing of customer requests through webforms, maximum degree of shipment transparency, available 24/7 from anywhere, customized alert messages.......
According to the results of “My customer’s voice”, what are the 3 most important drivers for customers’ satisfaction/ dissatisfaction when facing an irregularity?
a) reliability of flown as booked, final transport solution after irregs, import customs
b) easy- to- deal- with, cheapest solution, personal approach
c) speed of information, pro- activity, tracking system
c) speed of information, pro- activity, tracking system
Where can I subscribe to the PreCheck status messages?
a) Company notification setting (eTracking)
b) Manage templates
c) My bookings
a) Company notification setting (eTracking)
Which is the newest tool that was released in eServices in January 2019?
Requesting a Cool Temperature Deviation analysis via webform