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confident considerate committed creative controlled, and contagious h. Being Caring Care about VA. Show loyalty. (Do not tell a caller that someone else made a mistake.) Care about the customer. Do not view a phone call as an interruption of your job. View it as your job – it is, you know. Care about yourself. Be careful of stress and burnout. Know the signs and learn how to deal with them. i. Being Confident Be confident in your ability to handle your interactions. If you do not know the answer, advise your caller that you “will be happy to research the information for them.” Be confident of your technical knowledge. As you use your technical skills, it will become second nature to you. Remember: No one person will have the ability to answer all of the questions that may be asked, but you will be provided with the tools and training to be successful in your position. j. Being Considerate Be considerate of the customer. If the customer is upset, do not gloss over it. Acknowledge the customer’s feelings and attempt to address his/her concerns. Continued on next page , Continued k. Being Committed to Customer Service Go the extra step. Make appropriate referrals. Do not just tell customers they have the wrong department or agency. Help them to reach the department or agency they need. l. Being Creative Be resourceful. There will be many days when you will repeatedly get the same questions over and over again (Example: “I didn’t get my check on the first!”) Take it as a challenge to be innovative with your answers and don’t allow the repeated questions to cause you to provide those later callers with a