Customer Promise
The focus on customers and achieving high levels of customer satisfaction is a priority for Telecom Italia. The formal commitments to quality, summarized in the Customer Promise, are the subject of a multifaceted internal diffusion plan.
The Customer Promise, developed by listening to the views of important stakeholders (customers, employees, Institutions), is broken down into:
- an all-round provision of high quality and reliability;
- services which improve customers' quality of life and contribute to the development of the country;
- offers and communications in clear, simple and direct language to win and maintain the trust of customers;
- a company which is not remote but accessible, grounded in human relations, and easy to deal with in resolving any problems connected to the service;
- people who listen to and understand the needs of the customers with whom they build a partnership relationship.