Training Day 2

+INTRODUCTION TO CUSTOMER EXPERIENCE+ *UBER Cultural Values => Go Get It!- Bring the mindset of a champion./ Go get that no matter what happens => Trip Obsessed- Make magic in the marketplace./Customer obsess, focus on the customer. => Build with heart- We Care/ We work at Uber because our products profoundly affect lives and we care deeply about our impact. => Stand for safety- Safety never stops./ We embed safety into everything we do. => Great minds don't think alike- Diversity makes us stronger./ Everyone in uber is welcome. => See the forest & the trees- Know the details => One uber- Bet on someth => Do the right thing!

+Diversity & Inclusion+ Training Expectations Make the most of the session- Maximum output requires maximum input! Diversity & Inclusion Diversity - is the state of being composed of differing elements, especially the inclusion of different people from a range Inclusion- is the action we take to build a culture where everyone has equal access to opportunity and feels like they belong. **INCLUSION REQUIRES ACTION, INTENTIONALLY

Why were inclusive? => Moral Obligation - what is fair & what is right => Innovation - we are continuously improving what are we doing like the product we have => Profitability - it will affect => Valuation & Liability Mitigation - benefits area

++Become an INCLUDER++ To become an includer become an ally!! Ally is latin word alligre to bind two, protect & help each other. => Learn to Listen - To be a good listener #Fight the urge to speak # Acknowledge without giving feedback => Learn your unconscious bias +BIAS SYSTEM+ #System 1-React/Judge/ Simplify #System 2- Consider/Evaluate/Analyse => Learn not to commit microaggressions- unintentional discrimination against a person.

Community Operation=> This group focuses on Rider & Driver Support Critical Safety=> handles urgent issues related to accidents or incidents related to inappropriate behaviour, altercations, sexual misconduct & discrimination. IRT= Incident Response Team ECR= Executive Community Relations - team focuses on providing the highest-level support to some of the most influential members of our driver and rider communities. ASR= Account Security & Risk- this team is dedicated to fraud investigations and complex payment issues. ATO= Account Takeovers ACD= Accessibility & Discrimination - Uber believes all users should be granted reliable, comfortable transportation. +CROSS SUPPORT TEAMS+ **Lost Items ** Cleansing fee **RiderDamage