Make A Difference YOU have the power to

Make A Difference YOU have the power to make the extraordinary possible Ensuring Microsoft customers get the best support possible is all about doing the right thing for the customer—always. It’s everyone’s responsibility to empower, help, and advise Microsoft customers so they get the best experience. Thank you for your dedication to enable the Customer Experience Framework and deliver on the Microsoft mission. Update Nav Instructions. Select NEXT to continue and close.

Research Based Approach C ommunicate Effectively Answer each question to find out how close your opinions are to what research shows matters most to customers. Watch inspirational evidence of what happens when we empower every person and every organization on the planet to achieve more. 1 3 1 R esourceful 1 Update Nav Instructions. Select NEXT to continue. Microsoft confidential. For internal use only. 2 A ccountable 2 2 3 E mpathetic 3 1 2 3 3

Customer Expected Behaviors The Customer Experience Framework is the blueprint for what we will do. CARE defines how we must act to achieve our goals. IT’S HOW WE SHOW UP! C A CARE represents the behaviors customers expect when receiving support and each behavior is equally important. Select each LETTER in the acronym CARE. Select NEXT to continue. Microsoft confidential. For internal use only. R E

Research Based Approach C ommunicate Effectively People communicate in many ways. Microsoft has committed to making sure that everyone can communicate, and to be heard. Play Video Making sure that you can communicate with customers, no matter what the circumstances, is one of Microsoft’s goals. Update Nav Instructions. Select NEXT to continue. Microsoft confidential. For internal use only. 5

Research Based Approach A ccountable Sticking with a problem until it’s solved can be hard or tiresome. But what if your accountability could actually save lives? Perseverance to follow through on an issue can impact communities in bigger ways than anyone could ever imagine. Play Video When you commit to a Microsoft customer, or an issue, all the time spent solving that problem can lead to lifesaving breakthroughs in technology. Update Nav Instructions. Select NEXT to continue. Microsoft confidential. For internal use only. 6

Research Based Approach R esourceful Being resourceful means finding the best ways to solve a problem – even if that problem has never been solved before. Play Video It’s understanding what you can do, utilizing technologies to help and seeking out experts around you to solve a problem - no matter how big or small. Update Nav Instructions. Select NEXT to continue. Microsoft confidential. For internal use only. 7

Research Based Approach E mpathetic Doctors at a rural hospital identified what the patients truly needed. Play Video In partnership with Microsoft, the hospital built a program that allowed for patients to get big-city-care in their very own hometown. Update Nav Instructions. Select NEXT to continue. Microsoft confidential. For internal use only. 8