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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. Using new technologies can also cut waiting times. But really good service is much more than that. Approximately 30,000 people in Germany head to work at Telekom Service every day to make our customer service even better. Together, customer advisors, engineers, and many other specialists have reduced customer complaints by around 75 percent since 2017. The on-schedule completion of field work is now at more than 99 percent.


30000

Approximately 30,000 engineer visits are conducted by Deutsche Telekom in Germany in one day.

100 million times a year

Telekom Service employees in Germany handle the concerns of some 60 million consumers and business customers. These customers use our wide-ranging mobile, fixed-network, and broadband offerings and contact the service team approximately 100 million times a year. That equates to around 270,000 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 four Regiocenters, and one will open in Hamburg in 2021, along with others.

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
Computer support experts

If a customer’s PC, smartphone, or other device is not working as it should or if the customer has questions about how to use it, our Computerhilfe (computer support) experts can provide help easily and conveniently over the phone and can make an on-site visit in tricky cases. Our “Digital Home Services” will replace Computerhilfe in the course of 2021. Whether the issue is a home network, virus protection, setting up email systems, or tools for distance learning/working from home – our experts have all the technical bases covered.

8
Concierge service

The idea behind the concierge service, which is a new pilot project, is that one specific member of staff will look after a customer who wants to move to Deutsche Telekom from a competitor, or who wants to install a new Deutsche Telekom telephone or internet connection 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. This offering is currently being trialled with a limited selection of customers and is being gradually extended.

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 13,000 members working on approximately 165 projects.

10
Digital Schutzpaket (Digital Protection Package)

Hacking attempts on private households have been on the rise for years. Deutsche Telekom offers affected customers quick assistance with its Digital Schutzpaket. To prevent attacks from happening in the first place, Deutsche Telekom experts help protect home networks from hackers.


COMPUTER AID

What is more annoying than when the Internet stops working? Right: A service hotline that asks for a customer password. Both have an end now. Learn more

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. Data is gathered based on a survey that is conducted in all markets where we are active, with the exception of T-Mobile USA. In addition to service, network quality and cost-benefit ratio also play a role. The Group-wide TRI*M index was 72.2 points in the 2020 reporting year, which represents a clear improvement compared to the previous year’s score, which was 67.9. Detailed information about the TRI*M index in 2020 can be found in the Management & facts section.

Award-winning service quality

We aim to provide the best service. In 2020, we once again received multiple awards for our efforts.

1
TÜV

In 2020, 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 2020

“connect” magazine carries out an annual review of the broadband/fixed-network and mobile-network hotlines of the various providers. In 2020, 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 about various fixed-network and mobile-network suppliers. In 2020, we were the overall winner for customer satisfaction in the B2B Internet Provider and B2B Mobile Network Provider categories.

4
CHIP

The trade magazine “CHIP” put the hotlines of eight different sectors through their paces over several weeks. Deutsche Telekom took first place for all four new-customer hotlines that were tested (mobile network, fixed network, TV, and hosting) achieving the top mark of “excellent” for all the hotlines.

5
“King of Service”

In 2020, 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 282,391 customer votes for its survey.

6
Named top digital assistant by “Computer Bild”

For the first time, IT magazine “Computer Bild” and online portal “Statista” tested digital assistants (service chatbots) from four sectors – telecommunications, insurance, finance, and utilities. In late 2020, it was confirmed that Deutsche Telekom has the best digital assistant in the telecommunications sector. User guidance, functionality, user experience, security, and ethics were evaluated.

Available quickly in an emergency

We often don’t realize how much we take telecommunications for granted until the service is not available. The fixed network can break down 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. For instance, when the historic flooding in 2013 led to the total shutdown of a Deutsche Telekom site in Bad Schandau, we were able to restart network operation within three days. Operations were moved to a container on stilts, which allowed us to set up 8,000 lines in just a short time. To ensure that all those affected are informed quickly, our regional technical managers contact the local mayors directly in the event of an incident. They provide information about the scale of the disruption and are also on hand to answer any other questions.

Always available

Not every emergency is caused by destructive weather conditions. The coronavirus pandemic has shown once again just how important fully functional networks are for our society and industry, particularly in times of crisis. In Germany, at the start of the pandemic, we switched 16,000 customer advisors to working from home in the space of a week to ensure we can be there for our customers. We ensured that our technical field staff were equipped with hygiene products so they could continue to provide on-site assistance safely to our customers. Our crisis management also proved hugely effective. Our employees showed enormous commitment too, which is how we managed to serve our customers even better than before. 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.