A company lives and dies by its customer service. Today on the pod, we talk with Anna Bertrand about what her team does to ensure that Microsoft support is constantly improving.

Anna is a Senior Support Experience Design Manager within the Customer Service and Support team. About a year ago, she was assigned to a team within CSS, tasked with improving the customer support experience at Microsoft. Work they've achieved in part by changing the way they talk.

Prior to updating Microsoft's customer support experience, Anna led brand and marketing teams for the likes of Seattle Times, Getty Images, and RealNetworks.

On the Words Work At Microsoft Podcast, we chat about how Microsoft culture has evolved. Starting with the way we talk. In each episode, we interview someone within the Microsoft writing community, giving you an inside look at how we approach our work. And, hopefully, offering up a healthy dose of trips and tricks along the way.

Special thanks to Sokolovsky Music for our funky background music: https://soundcloud.com/sokolovskymusic/funk-free-music