Respect is a Two-Way Street

Question 1

What are Peloton’s Core Values?

Answer 1

Build a diverse and inclusive community
Uphold the obligation to dissent and listen
Presume trust and be transparent
Stand Firm and Uphold Policies
Remain positive and use positive language.
Be creative and find alternatives

Question 2

Peloton’s community reaches:

Answer 2

Over 1.4 million users
4,000 employees and additional business partners
Two continents
Four countries

Question 3

What is an obligation to dissent?

Answer 3

The answer is an open and safe space for a difference of opinion.

Question 4

We always want to assume Members are not operating with

Answer 4

malicious intent when contacting Support because the end goal is to get the issue resolved.

Question 5

Without transparency:

Answer 5

Agents cannot properly determine the nature of a Support request.

Members do not trust our Teams to resolve their issues.

Question 6

Using ‘Together we go far’ as our mantra can help us

Answer 6

remember why we work in Support: to help others.

Question 7

Word your apology to reflect

Answer 7

your regret in how the Member feels or what they are experiencing.

Question 8

When Members feel that their issue is also our issue, they are more likely to be

Answer 8

forthcoming with information to help solve the problem.

Question 9

The first thing an upset Member wants

Answer 9

is to vent their frustrations.

Actively listen and sincerely acknowledge their frustration.

Question 10

The second thing the Member wants

Answer 10

is a solution.

Remember, don’t throw anyone under the bus. Acknowledge the Member’s feelings and work towards an immediate and appropriate resolution.

Question 11

When it comes to our policies, why must we uphold them?

Answer 11

For the protection of Peloton and fairness to our Members.

Question 12

Based on Peloton’s Right to Membership Termination or Cancellation, Peloton reserves the right to terminate the Membership of any person engaging in conduct that is

Answer 12

threatening, abusive, or harassing to Peloton employees, agents, or other Peloton users, including, for example, making threats to physically harm or damage property.

Question 13

What are 4 examples of inappropriate behavior from a Member?

Answer 13

Cursing at the agent

Forms of verbal abuse, such as name-calling or degrading statements

Romantic advances

Prejudice or discrimination against anyone in the Peloton community

Question 14

What three things should an agent do if a Member exhibits inappropriate behavior?

Answer 14

1. Ask the Member to refrain from the inappropriate behavior so we may continue to assist them.
2. If the Member continues the behavior after being asked to stop, inform them the call/chat will be disconnected if it continues.
3. If the Member is out of control and won’t stop, inform them we are going to disconnect the call/chat.

Question 15

What should an agent do if a call or chat has to be disconnected due to inappropriate behavior from a Member?

Answer 15

1. Immediately enter an internal note in the ticket and merge it with any other tickets. It’s important to notate the ticket first in case the Member immediately calls or chats back. This allows the next agent to see the notes and be prepared.
2. Notify an “on-duty” Supervisor.

Question 16

What mantra can help agents deliver Peloton’s core values?

Answer 16

Together We Go Far