Service & culture

Building a superior service culture

The Group aims to be valued by its customers as an organisation that constantly achieves a high standard of excellence in customer service. Therefore, we are continuously working on new and innovative services customized to the specific needs of different customer segments, increasing the quality of our services and the simplicity of their use.

Top-class employees

In a market facing dynamic technological changes and constant market challenges, the development of a skilled and service-oriented workforce that understands customer needs and new technologies is vital for building customer relationships and encouraging customer retention. Recognising that knowledge rapidly becomes obsolete and that service-focused employees are its key asset, the Group invests in the education and training of staff in order to maintain a high standard of service. In this way, we are able to attract and retain first-rate people to help us build our business.

Improvement of customer-related processes, aligning organization to strategy

The Group is constantly improving and simplifying key aspects of customer service and customer relationship management. Central to this commitment, we have reorganised the HT d.d. business to focus on the distinct needs of residential and business customers. The reorganisation became effective on 1 January 2010, replacing the former Group structure based upon the fixed and mobile divisions, T-Com and T-Mobile.