Letters and e-mails with his signature go from Bonn to the whole of Germany almost every day. He signs between 20 and 25 million documents a year. And anyone who has ever dealt with Telekom should at least know the name of Ralf Hoßbach. In fact, very few people associate this name with the Magenta group. And yet it really does exist: the man who has had this name for 58 years is in charge of customer service – and lives with his family in Siegburg.
Ralf Hoßbach was born in Eschwege near Kassel. His father’s job with the Bundeswehr took him to Siegburg in 1974, where he still lives in Stallberg to this day. “It sometimes happens that I am asked about roaming prices at the bakery. But it does not bother me. I take it easy, “he comments and admits:” I have a helper syndrome. “
This is also reflected in everyday life. His phone is always within reach and earshot. In the case of customer complaints, he always tries to get everyone around the table who can “find a solution and turn things off”.
If necessary, he will personally take care of solutions, reports the head of customer service. For example, with an old lady who was standing desperately with her rollator at the reception of a Telekom branch in Saarbrücken because she could no longer make calls at home. While the woman was being calmed down with a cup of coffee, an employee was already on the way, who then obtained and exchanged an analog telephone in a shop. “A case like this also takes me emotionally,” says Hoßbach.
Hoßbach started working for Telekom’s cell phone subsidiary in 1995
Situations in which rapid help is not possible due to the destroyed infrastructure are more difficult. He has particular respect for storms. Sometimes there has to be some improvisation. When Hoßbach started at the cell phone subsidiary of the newly established Telekom in 1995, the magenta idea was still in its infancy. “It felt more like a start-up to me,” he recalls. “We were often on our own.”
Hoßbach studied business administration with the Bundeswehr and concentrated on organization and data processing. At “Deutsche Telekom Mobilnetz GmbH” the first task was to build up structures. He was first a department head, then a division manager, and was already working in customer service at T-Mobile.
Since 2017, customers have been addressed with handwritten signatures
The idea of addressing customers with a handwritten signature instead of an impersonal machine signature was born at T-Mobile. That became the norm when the Telekom service companies were merged in 2017, reports Hoßbach. This does not just mean that someone is personally taking care of the customers’ concerns, assures Hoßbach. It actually happens. “Complaint management is one of my hobbies,” reveals the man from Siegburg.
In order to be able to respond more to the mentality of the local people, Telekom has, for example, abandoned the idea of central call centers and regionalized the contact points again. “The customer feedback is better. The people are excited, ”he enthuses. In general, the number of complaints has recently dropped by 70 percent. “That’s a house number.”
In his spare time, Hoßbach is out and about with the Music Factory Siegburg, plays at city festivals and likes to take a pleasure boat along the coast. When the father of two grown sons retires in a few years, he can well imagine getting involved in a nonprofit organization. After all, he had already done that in his work with Telekom.
Incidentally, Hoßbach is not worried that his signature will be rubbish. It was notarized, certified and deposited. But nobody gets a private bank account: “In my private life I sign differently.”
Source: Kölner Stadt-Anzeiger – Kölner Stadt-Anzeiger by www.ksta.de.
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