Communication between companies and customers has deeply changed in the past few years, especially because of the development from transaction orientated marketing to relationship marketing. Nowadays, interactive communication between provider and customers is required for the setup of profitable long-term customer relationships. Therefore, initiating and sustaining of a two-way communication process is highly important. Significant for two-way communication processes is a mutual and individual dialog between equivalent communication partners. In order to ensure this, companies have to supply simple and quick ways over a variety of communication media to their customers, essentially for requests, problems and complaints. In spite of extensive ways of communication, simplified and wider possibilities of reaching the provider as well as interactive communication is not always given for the customer. In previous studies the customer was rarely considered as the decider of the communication process. Considering this fact, the target of the current study is to analyze the behavior of the communication process from the customers perspective. Within the scope of this qualitative study in the telecommunication sector, experiences and expectations of the customers, their choice of communication media as well as their behavior of recommending and complaining were investigated, including the Big Five dimensions of personality and demographic characteristics of the customers. The results of the study show tendencies of which aspects for a satisfying communication are important to customers of a telecommunication company.