Telecom Italia Customer Promise

The Customer Promise, elaborated from listening to the relevant stakeholders (customers, employees, institutions) first, comprises:

• an offer complete, of a high quality and reliable
• services that improve the quality of life of its own customers and that contribute to the development of the country
• communications based on a clear, understandable and straightforward language to gain and maintain customers trust
• close company, accessible, based on personal relationships, which it is easy to talk with to resolve any service related problems that may arise
• people who listen and understand customers needs to build a partnership with.
  

To increase the level of awareness of the Customer Promise and make its application concrete in the company organization, it was launched the "ESPRIMERE Qualità” (Express Quality) program.
The first phase of this program has involved in 2009 2,140 managers of territorial units and of customer contact groups in 71 editions for a total of about 940 classroom hours. The debate was focused on the Customer Promise and involved the development of operational and practical actions that can facilitate its application for the clients.

"ESPRIMERE Qualità" continues in 2010 with a relevant program to widespread the Promise; the ongoing initiatives include the involvement of all corporate management through inter-functional discussions.