Press Releases

Budapest, October 12, 2012 13:00

Magyar Telekom has won the 2012 “Kiválóság az Ügyfélkiszolgálásban” (Excellence in Customer Service) Award in the personal service category. With this Telekom has been proven the country’s best in the area of personal customer service represented by its T-Point chain of shops—demonstrating a big improvement relative to the prestigious third place of last year. Telekom has achieved outstanding success in the telephone customer service category as well, where it took part in the assessment for the first time and scored second right away. In this way, on the whole, Telekom has been proven the best among telecommunication customer services.

The “Kiválóság az Ügyfélkiszolgálásban” (Excellence in Customer Service) Awards of the competition announced this year for the fourth time by the ClientFirst Consulting firm have been decided on the basis of a thorough assessment of the tests and surveys conducted. The recognition is especially valuable because everyday practice was examined and assessed in the competition which means that the outcome validly reflects that on the basis of the customers’ opinion overall Telekom’s is the best telecommunication customer service. Its employees merge high level expertise and professionalism with customer friendly attentiveness and courtesy in day-to-day customer relations both in person and in the telephone customer service.

In the framework of the survey conducted in the summer of 2012 and in the course of several thousand test purchases, customer service calls and electronic inquiries the organisers tested the professionalism and customer friendly conduct of employees working in the network of the shops and personal customer contact points, as well as telephone and electronic customer services of the carriers entering the competition in various categories. In the second phase of the competition the satisfaction of the carriers’ customers was assessed in a comprehensive telephone survey.

Christopher Mattheisen, Magyar Telekom’s chairman-CEO said when receiving the award: “This outstanding success is a great honour and pleasure for us. We are especially proud that we have proven to be the best among telecommunication customer services in our customers’ opinion. Right from the outset, we have focused our operation on the customer and customer experience, our customers’ satisfaction. I think the real key to the success of a service provider can be the accurate recognition of customer needs and the really professional and, at the same time, customer friendly responses and solutions given to such needs, the total experience extended to customers. This recognition and the unbroken confidence and loyalty of the millions of our customers prove that we are on the right path in the area of customer service.”

Telekom promotes the enhancement of customer satisfaction and the further improvement of customer service with continuous innovations. In our refurbished T-Point shops we present our latest services and intelligent devices in a customer friendly and interactive manner so that our customers can touch and try them directly. As for telephone customer service, Telekom has been the first in Hungary to introduce voice recognition, thanks to which our customers can transact business more simply and quickly.

More information about the Excellence in Customer Service Award is available at www.clientfirst.hu.