How tetys became a service champion

Disappointment, frustration, and lost trust.

What sounds like the title of a drama was, unfortunately, the reality of a normal online order in my case. It started innocently enough with a delayed delivery and ended in a customer support nightmare that taught me a lesson about the true meaning of service.

Instead of my long-awaited coffee table, a plush stool suddenly appeared at my door. The mistake itself was annoying, but the real disappointment came when I tried to rectify it. The hotline was unavailable, the contact form remained unanswered, and my emails went unanswered. It was only after weeks and the involvement of the payment service provider that things started to move. The wrong item could be returned, but the new order had to be placed at the current, higher price. For me, it was clear: this was the end of this customer relationship. And that was not because of the wrong product, but because of the lack of service.

Humanity at the heart of customer satisfaction

Mistakes happen, that's human nature. But how you deal with those mistakes makes all the difference. It determines trust and long-term customer relationships. This experience has once again confirmed to me how important it is to have a service provider at your side who not only delivers a product, but also provides excellent service.

I am fortunate to work for a company for which customers and customer service are not just a cliché, but a core value. At tetys, it's not about the proverbial “the customer is king,” but about a partnership on equal terms. As a software provider, we don't usually send out the wrong product, but even in our field, reliable customer service is essential. After all, our solutions are not only linked to the personal dissatisfaction of individuals, but in some cases to entire production runs. This requires well-structured processes, quick responses, in-depth expertise, and above all, a large dose of humanity.

Customer feedback and independent awards

We know how important our service is to our customers from direct communication with them. We often hear from them how much they appreciate our fast and competent support. But now we have also received official, independent confirmation of this: we have been named a Service Champion by the German Institute for Service Quality (DISQ).

The DISQ took an objective, data-based look at our services. Various criteria were evaluated, from our customers' willingness to recommend us to our digital services to the responsiveness and expertise of our team. We were particularly pleased with the following quote from the final report:

“The personal customer service was also highlighted positively: accessible, solution-oriented, and highly professional.”

This award is not an invitation for us to rest on our laurels. On the contrary, it motivates us to become even better. That's why we used the quiet summer period to further optimize our services in an internal workshop. Because when it comes to customer satisfaction, you have to keep your finger on the pulse.

Trust as capital for the future

My personal experience with the coffee table was frustrating, but it was also a valuable reminder of what really matters. It showed that the quality of customer service is often more important than the product itself. It is the human component that makes the difference.

Our Service Champion award confirms our approach: don't just focus on your products, but above all on customer satisfaction. Because that's the only way to build the trust you need for a sustainable future.