HR Report 2010/2011 - Deutsche Telekom AG

Abbreviations and key HR terms.

The Great Experience 25 As far as its customers are concer- ned, the team is No. 1 – they give it first place among all field service teams at Telekom’s Technical Service for Con- sumers area. “This success was only possible with outstanding team co- operation,” Silke Höhnl emphasizes. Silke Höhnl is head of Field Service at the Technical Ser- vice Branch Office for the central/eastern district, which is based in Erfurt. “We serve some 470,000 customers in Thuringia and Saxony-Anhalt with a workforce of around 300.” In 2010, the personal commitment and reliable ser- vice provided by Silke Höhnl’s team continually achieved top customer satisfaction. As a result, the team took first place in the Winners’ Circle competition in 2011. Whether they were joining in successful regional marketing of En- tertain, Telekom’s IPTV service, battling with colleagues against the Saale floods in January or cooperating in the new team structure, “We have all invested a lot of passion in this success,” Höhnl comments. And what is her per- sonal recipe for success that enables her and her team to survive when the going gets tough? “Listen, communi- cate, take people seriously and join with them to search for the best solutions, even if it isn’t always easy,” is Silke Höhnl’s prompt answer. “Besides, we should not only be analyzing our mistakes but also celebrating our suc- cesses – doing things together makes a lot of dreams come true.” “Listen, communicate, resolve.” Leadership Germany Around 82 million inhabitants Capital: Berlin Official language: German Around 123,000 employees