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  • 2017 Corporate Responsibility Report

New service orientation: doing even more to meet our customers' needs

We took another important step in 2017 with our service reorientation in order to create a service that is oriented to our customers from A to Z.  To this end, we merged our customer service and technical service. Some 36,000 Telekom employees are now part of our service unit.

Our focus is on the needs of our customers. We are simplifying our processes and offer contact options, contact persons and solutions from one source. This is significantly aided by personal advisers who provide advice on relocations and changes of provider as well as by the personal callback service. For example, the personal callback service allows customers to speak with the same customer adviser within five days of the initial contact. Deutsche Telekom's voice portal logs the customer's request for a callback and forwards it to the corresponding customer adviser. The callback will then be initiated within one hour, and frequently sooner.

Our service reorientation is already showing initial success. Since 2017 we've had about 20 percent more technicians available for customers. We also systematically evaluate our customers' inquiries and complaints to identify the root of the problem and make improvements.

Additional improvement measures planned for 2018
Our goal is to achieve a zero cancellation rate for appointments with our technicians. In cases where an appointment needs to be unexpectedly canceled nonetheless, the customer will be promptly informed of this and a new appointment will be scheduled. We will also be gradually shortening the appointment time frame. This will prevent customers from having to keep entire days free for the technician's appointment.

In order to improve quality and increase efficiency even more, we want to prevent empty trips in the field and continue to increase instances where issues are resolved during initial contact. We want to wow our customers with our service – and not only during the problem resolution process but a lot earlier, if possible.