How can
I help you?
A friendly voice at the end of the line is important because it immediately makes the conversation much more pleasant. New technologies shorten the wait time. And competent expertise is essential, but truly good service goes far beyond that. Approximately 30 000 people in Germany head to work at Telekom Service every day to make our service even better. Together, customer advisors, engineers, and many other specialists have worked day in and day out to reduce customer complaints by around 80 percent since 2017. And the percentage of canceled engineer visits was far below one percent in 2021.
30000
Approximately 30 000 engineer visits are conducted by Deutsche Telekom in Germany in one day.
90 million times a year
Telekom Service employees in Germany handle the concerns of consumers and business customers. These customers use our wide-ranging mobile, fixed-network, and broadband offerings and contact the service team approximately 90 million times a year. That equates to around 430 000 contacts day in, day out. It is a demanding task. After all, our customers are entitled to expect expert advice on the very latest products and technologies at all times. To deliver an excellent customer experience, we offer a wide range of services: consulting, installation, and service from mobile and fixed networks to bespoke business customer solutions.
The service slogan: Think digitally, guide empathetically! There are aspects of service work where even the most advanced machines and artificial intelligence can’t match humans and their natural intelligence. Picking up on nuances, showing empathy, finding creative solutions, giving customers a sense of being looked after – all these are things only real people can do!
PASSWORD via voice ID
The internet is not working and you need to look for the customer password for the service hotline. No need to do so with us: After a one-time setup, you can verify yourself with your voice – and it is as tamper-proof as your fingerprint.
Rethinking customer service
Alongside well-established methods, our service also relies on innovative technologies to make contacting us even faster and more convenient. One example: Callers to our customer service in Germany no longer need to identify themselves with a customer number and password. Voice ID simplifies the process with the forgery-proof voiceprint: For this, the caller repeats a given sentence three times. At their next call, they simply repeat the sentence and are immediately identified by their voice.Our “Frag Magenta” digital service assistant also shortens waiting times: It’s an automated text chat channel available around the clock. If the problem can’t be solved via chatbot, customers will be put through to our staff who will continue the chat seamlessly.
We allow ourselves to be measured
How satisfied are our customers with us really? Like many large companies, we use the international analysis system “TRI*M” to measure customer satisfaction. We use the “TRI*M index” 
to continuously gauge the strength of Deutsche Telekom’s customer relationships. This survey is based on interviews conducted in all the markets in which we are active, with the exception of T-Mobile US, where network quality and the value for the price also play a role alongside the service. The Group-wide TRI*M index was 73.4 points in the 2021 reporting year, which represents an improvement compared to the previous year’s score, which was 72.2. Detailed information about the TRI*M index in 2021 can be found in the Management & facts section.
Available quickly in an emergency
We often don’t realize how much we take telecommunications for granted until the service is not available. The network can experience an outage when storms cause severe damage to Deutsche Telekom lines. In Germany, for example, our crisis team convenes via conference call within 15 minutes of an emergency coming to light. The team works closely with security services and disaster management bodies to ensure that the public can be reconnected as quickly as possible. Deutsche Telekom also has a team of specialists that steps in when the network infrastructure is severely damaged. The catastrophic flooding in summer 2021 caused devastation in central Europe, including to our networks. Among other things, we built mobile central offices to cover the mobile network and landline coverage outages. After a week, the mobile network was completely back to normal again. At the end of 2021, over 97 percent of fixed network lines that were damaged during the catastrophic flood in Rhineland-Palatinate and North Rhine Westphalia were fully functional again. In particularly hard-hit regions, we are rebuilding network infrastructure from scratch with fiber optic cables in close cooperation with the municipalities and other utility providers. To keep everyone connected during the work to rebuild the network, our technicians arranged interim solutions. For example, in Eschweiler and Stolberg, street cabinets were fitted with a free Wi-Fi solution.