Building stronger relationships with customers by offering better services

Maximum customer orientation and focus on customer relationships and their satisfaction with our service remain the Group’s strategic goal.

The Group recognises four key focuses to achieve this: (i) people, (ii) quality of service, (iii) innovation, and (iv) simplicity.

Service-focused employees - The development of skilled, service-minded employees that understand customer needs and new technologies plays an integral role in building customer relationships and encouraging customer retention. The telecommunications industry is subject to dynamic technological changes and constant market challenges. Since it recognises that knowledge rapidly becomes obsolete and that service-focused employees are its key asset, the Group invests in the education and training of its employees so as to, for example, turn service technicians into salesmen and implement service certification programmes. 

T-Centres - Closer to our customers - Respecting customer needs and following our aim to allow them quick and easy access to all our products and services at one place, the Group has integrated T-Com’s and T-Mobile’s residential sales units and, by doing so, has become closer to its customers, who now can obtain information and buy all products from their portfolio in one place, in all T-Centres. Through project "One face to the customer" the Group support these customer touch points with excellent ‘‘back office’’ service and provisioning in order to provide the overall quality of service that will differentiate the Group from its competitors.

Innovation - Constant innovation in the services provided enables the Group to stay relevant in the market, retain customers and sustain the value customers perceive in the Group’s services.

Simplicity - Finally, through simple, segment oriented offers, the Group recognises and addresses the needs of different customer segments, while providing simplicity and transparency in a market confused by a multitude of offerings from alternative operators. Choices and opportunities are expanding, but we all continue to want the same basic things, such as simplicity, easy access, quick response and a good service.