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Keeping our word We manage expectations by setting reasonable goals. Giving careful thought to timelines,
we always remember that our word is our bond as we promote honesty, responsibility, and accountability.
Treating customers like people, not footballs Customers notice how many interactions are required to
get the answers they need. If we need to hand off a customer, it should be to the right person, and that person
should be provided with the pertinent facts to ensure a seamless transition.
Seeing the big picture Identifying improvement opportunities throughout the organization requires a field
of vision that expands beyond one’s workstation. “That’s not my job” is not part of our vocabulary. We engage,
participate, and contribute.
Encouraging feedback Comments, suggestions, and criticism help us measure our success and promote
improvement. We demonstrate commitment to our customers by asking how we can do better.
Saying “Thank you” Technical knowledge simply isn’t enough; our careers and livelihood depend on our
success in providing exceptional customer care. At every opportunity, we show sincere care, compassion,
gratitude and appreciation. We go above and beyond to provide “service that soars.”
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