Frequently Asked Questions
1. What about angry callers? While it might be tempting to not offer our angry callers the chance to give us feedback, we really need this opportunity to be open to everyone. If a caller wants to file an actual complaint, s/he would not be appropriate for the survey but should instead be referred to management (please see our complaint call policy). Talking to an angry caller about our survey might be difficult but do the best you can. It might actually allow some of that anger to dissipate.
2. And short information only calls? Any calls where you provide a service should be eligible for the survey, but use your best judgment. If someone calls just to check our number or to get a number for the local VA, they wouldn't be appropriate for the survey.
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