Simplicity, speed, reliability, proactivity - that is what today’s customers expect from good service. Our approximately 100 million customer contacts in Telekom Service each year are all about clear expectations.
To do things right from the beginning and, if possible, to solve every customer request quickly from the very first contact is an extremely high standard. Especially if this applies to almost 45 million mobile and around 30 million fixed-line customers. But in the end, what counts for us are happy customers. Always.
We offer our customers a wide range of services - consulting, installation and service, from mobile communications via fixed-line network to individual business customer solutions. To do so, we use the latest digital technologies that benefit our customers and reduce our employees' workload.
It's a fact: If only one thing doesn’t work, customers are understandably disappointed. Our service unit has more than 30,000 employees: customer advisors, technicians, specialists. More than anything else, they share their unbounded passion for what they do.
"Can I bring you at least a cup of coffee?" It’s sentences like this that inspire us. Because they show that we have managed to make our customers happy. And that, if at all possible, directly on first contact. That’s the one goal our service staff will give everything for. Every day. As a consequence, the heart of our systems, technology, logistics and processes are and remain our people. With them, we can make the difference with the best service, next to the best products and the best networks.
Europe's largest service organization
- Our service unit has more than 30,000 employees
- 45 service hubs in Germany
- Nationwide presence of our field service at 800 locations
- Customers: around 75 million in fixed and mobile communications
- Customer contacts: 100 million/year
- Field service appointments: 18.000/day
- IP conversions in 2017: 4.4 million
- Fault repairs: 9.3 million/year
- Provisions: 7 million/year