CUSTOMER COMMITMENT

Our employees make a personal pledge to be a champion for your success:

• HELPFUL - We will be helpful at all times and make decisions with your best interests in mind.
• EXCEED - We will exceed your expectations, going the extra mile to ensure your experience is the absolute best it can be.
• RESPECT - We will treat you with respect. We will explain issues clearly, listen to you and never talk down to you.
• OUTSTANDING - We will deliver the best customer experience by working to our maximum potential — consistently demonstrating pride in our work.

If you have a concern or problem, you can expect us to:

• LISTEN - Listen intently to what you are saying. Repeat the issue or problem back to you to test understanding.
• EMPATHIZE - Put ourselves in your shoes and imagine how you are feeling.
• APOLOGIZE - Take responsibility and make no excuses.
• RESPOND - Commit to you that we will try to resolve your issue. Indicate what actions will be taken and provide you with a plan for how the issue will be handled. Follow-up to ensure your needs have been met.
• NOTIFY - Inform the proper internal teams about your issue and the actions taken so our teams can respond, and improvements can be made in the future.

Each of our employees makes a personal commitment to behaviors that support a customer centric culture. We call this our eXceed Commitment.

When customers let us know that one of our employees has eXceeded their expectations, we recognize these employees as customer champions.

Annette, Applications Consultant, Canada: “I found Annette to be a very informative instructor and very patient responding to every question we asked her. I personally feel very comfortable with the way she educated us. I sincerely appreciated her training.”

Phil, Field Engineer, United Kingdom: “Phil is a very hard working member of your team, has a professional attitude and is highly skilled at his job. He has a pleasant demeanor, is helpful and gets on with all of the staff.”

Koji and Marika, Customer Care, Japan: “I’m completely satisfied with their work. They fixed our machine very quickly and carefully. They explained clearly the root cause and gave some useful advice regarding the system.”

Since our eXceed program began:

• We have conducted thousands of interviews to ensure we are capturing our customer’s experiences.
• We have used the data to identify issues and made significant changes to internal processes and training across the organization.
• We have expanded our efforts to include our product development, manufacturing and other non-customer facing internal processes.
• We are delighted to have received thousands of nominations of our employees by their customers for providing outstanding experiences.
• We believe we are making progress towards delivering outstanding experiences consistently. We still have work to do to make sure every interaction is an outstanding experience, and are committed to continuing that journey.

... we hope you have noticed the progress!