More B. S. VA

BIg boy signs bill for VA.
http://www.legion.org/veteransbenefits/223764/president-signs-va-reform-bill

Hmmm

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PHILADELPHIA (AP) — An internal training guide used by the U.S. Department of Veterans Affairs compared veterans unhappy about their care to Oscar the Grouch, a newspaper reported.

The Philadelphia Inquirer obtained a VA training slide show with tips for employees on how to help veterans with their claims. It was shown to VA employees staffing town-hall events with veterans in Philadelphia.

About a dozen slides included pictures of the grumpy "Sesame Street" character who lives in a trash can. The slide show said that veterans might be demanding and unrealistic, and advised staffers on "what to say to Oscar the Grouch." ...

The slide show said that veterans might be demanding and unrealistic,

Everyone in any sort of customer service needs training on how to deal with "Oscar the Grouch".

The problem would be if they assume that everyone who complains is being demanding and unrealistic.

It seems the attempt to lighten customer service providers' demeanors, under those circumstances, by using this particular humorous imagery association backfired. It works for the service providers; but, not for the customers. It illustrates the complaint that customer consideration is secondary. That in turn gives rise to concern that customer service providers are being trained to view complainers as demanding and unrealistic. It's newsworthy as a PR failure.