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## A Culture of Confi  dence 

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When Stéphane Gemme, a call centre manager for Bell in Montréal, saw a competitor launch a voice product on the city’s South Shore, he didn’t wait for an order from the top before he took action. Stéphane simply saw an opportunity to help his company. In fact, he felt a responsibility to do so. 

Calling an on-the-spot meeting with his call centre staff, Stéphane and his team—known at the call centre as “the Out Bounders”—developed a plan. They identifi ed and approached existing Bell customers on the South Shore and offered them product bundles—Bell’s special service packages—to thank them for their long-term relationship with Bell, and to extend the relationship for an additional two years. 

The Out Bounders are special employees, but there are others at Bell. Every day, from all across the company, more and more people are taking action, making decisions and making a difference. We are building a culture of confi dence at Bell, a culture present at the founding of our company and that has sustained us over the course of our history. Our employees draw strength from being part of that proud tradition and look for opportunities and then follow through. 40,000 minds, millions of ideas. Endless potential for Bell. 

## Moments of Truth 

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Every customer interaction is a moment of truth. Every call to customer service, every e-mail, every product installation, every time a bill arrives. Thousands of moments of truth for Bell, each and every day. If a customer has a negative experience with Bell, we fail those moments of truth—and we fail ourselves. 

We know that last year, in the eyes of many of our custom- ers, we failed. The introduction of a new Bell Mobility billing system was a very difficult time for the company and it damaged very important relationships built up with our customers over the years. 

But we resolved not to let that be the lasting impression. So we are fixing our billing mistakes, correcting our errors; we’ve apologized to the customers affected. We know that rebuilding those relationships will take time and effort on our part; because that is how they were built the fi rst time. 

We learn from our mistakes and move to take action so as not to repeat them. We realize that each and every customer interaction is a crucial moment for our company. Delivering reliable and responsive customer service. These are our moments of truth. 

