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.
zitat

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! Ferri Abolhassan, Director of Service

Many roads lead to service

We want to make it as easy as possible for our customers to contact us: whether by phone, app, chat, email, or at a Deutsche Telekom Shop.

1
MeinMagenta app

The MeinMagenta app provides fast help for lots of questions and an overview of usage and costs, bills, contracts, and order status. Customers can use the “Magic Button” to start a (video) chat and receive personal advice.

2
“Telekom hilft” (Deutsche Telekom helps)

The „Telekom hilft“ (Deutsche Telekom helps) community is primarily a place where customers help each other. Our customer advisors get involved whenever no solution can be found without their help or when customer data is needed to solve the problem. Tens of thousands of users are reached every day through the community.

3
Personal callback service

The personal callback service can be used within 28 days of the first contact by the customer. After the phone call, customers receive a text telling them the same person they’ve just spoken to will call them back at their request between 8 a.m. and 8 p.m.

4
Callback instead
of waiting

If customers call our service team and find that the declared waiting time is too long for them, they can request a callback from Deutsche Telekom in the voice menu. The callback will then be made within the previously announced waiting time.

5
Regiocenters

Regiocenters are responsible for the customers in their region. This is where all types of specialists work together to resolve customers’ issues quickly and on the first contact. There are already nine such Regiocenters, and the goal is to create a total of 14.

6
“Mein
Telekom Techniker“ (My Telekom Engineer)

Planning for an upcoming engineer visit is easier thanks to “Mein Telekom Techniker”: Customers receive a personalized link they can use to track the arrival time of our engineers in real time. They can also reschedule their engineer appointment themselves with a few clicks and will receive a reminder text before the visit. Since the start of the coronavirus pandemic, customers have also been receiving useful tips on how to best prepare for a COVID-safe engineer visit.

7
Digital Home Services

Annoying internet issues that cannot be resolved or time-consuming installations are now a thing of the past. Whether by telephone or at our customers’ homes – our Digital Home Service offers comprehensive and solution-oriented consulting, regardless of whether it is difficulties with your Wi-Fi network, setting up your home office, or assistance with PC security.

8
Concierge service

With the new Concierge Service, one specific employee will look after a customer who wants to switch to Deutsche Telekom from a competitor or who wants to install a new Deutsche Telekom line when moving into another house or building a new home. When one of these customers calls the hotline, he or she will always reach the same person. These personal consultants are also reachable via SMS.

9
Deutsche Telekom „Ideenschmiede“ (think tank)

Since 2018, our Ideenschmiede has been offering interested parties the opportunity to help shape Deutsche Telekom’s products and services. The community now has around 17 000 members working on approximately 230 projects.

10
Digital protection package

Hacking attempts on private households have also been on the rise for years. The Digital protection package provides our customers with reliable, comprehensive protection in the digital world – whether it is data recovery, protection from cyberbullying, data theft, or attacks on the home network.


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”  img 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.

Award-winning service quality

We aim to provide the best service. We have received multiple awards for our service in 2021. Here are a few examples:

1
TÜV

In 2021, we received the TÜV “tested customer satisfaction” quality seal. A total of 2 550 customers were asked how they rated Deutsche Telekom’s service with regard to competence, reliability, and friendliness.

2
“connect” hotline test 2021

The magazine “connect” carries out an annual review of the broadband/fixed network and mobile network hotlines of the various providers. In 2021, it was confirmed that Deutsche Telekom has the best customer service and therefore the best broadband/fixed-network and mobile-network hotlines.

3
“connect” customer survey

“connect” and the Fachinstitut für Technikthemen (Specialist Institute for Technology Issues) conducted a survey among business customers regarding various fixed network and mobile network suppliers. In 2021, we were the overall winner in the customer satisfaction category for B2B ISPs.

4
“connect” mobile network shop test 2021

We achieved first place in “connect” magazine’s mobile network shop comparison in 2021. 14 shops obtained the “very good” rating for their consulting quality, and three even scored an “outstanding” in the test.

5
“King of Service”

In 2021, Deutsche Telekom once again took first place in the telecommunications sector category of the customer satisfaction survey conducted by “Focus Money”. The trade magazine collected 288 214 customer votes for its survey.

6
“TOP SERVICE in Germany” 2021

In 2021, we once again became the “excellence group” in the “TOP SERVICE in Germany” rating. In this rating, 678 customers were surveyed on their experiences with Deutsche Telekom over the past twelve months.

You can view all our awards for our service here.

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.

Always available

Not every emergency is caused by destructive weather conditions. The COVID-19 pandemic has shown once again just how important fully functional networks are for our society and industry, particularly in times of crisis. In the pandemic, we have ensured that our customer service consultants assist our customers and that they can work from home as needed. We equipped our technical field staff with hygiene products so they could safely continue to provide on-site assistance to our customers. Our employees showed enormous commitment, too; the feedback was correspondingly positive. Our customer satisfaction ratings have never been so high – among our consumer and business customers and in the public sector.

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