Learning and SupportValues Guide

Delight with creative and memorable experiences that provide outcome-based solutions where nding and seeking help isn't a chore.

Guiding Ethos

Invite scrutiny, welcome positivity.Our customers are our partners - feedback of all kinds helps us improve how we deliver solutions. Every interaction has opportunity to provide insightful knowledge.

Avoid negative communication, but be honest.While not every support interaction is going to involve a yes, we can do that! outcome, its our duty to delight. Be honest about what we cannot support using positively reinforced language,

Treat all customers equally.No one customer is more important than the next, they all have valuable insight and important needs. Treat every cus-tomer with the same level of respect youd treat your grandmother. No question is a stupid question.

Establish structures for learning.Its not only about being responsive and providing a one-time solution, but its about setting up our customers for self-suciency. Provide resources, or if they dont yet exist, create resources that can help them or others in the future. Help our customers help themselves.

Situated LearningAs often as possible we provide

solutions that point towards a tan-gible takeaway relative to a work-

ow or best practices. This will situate learning in the day-to-day of our customers.

CreativityWe bring creativity, a passion for

growth, and a forward-looking ap-proach to our work. We try new things and learn from them. We treat every opportunity as one that can help us

improve our capacity to help.

AccessWe are committed to reciprocal

relationships with customers. This means treating them as partners. Every customer should feel they

have the power of the entire orga-nization behind them helping.

Key Considerations