3.1a(1) C4
V listens to customers using the multiple two-way
communication mechanisms listed in Figure 1.1-3. A unique and
innovative aspect of discerning communication and learning preferences
involves using what was learned to take action and build
relationships. When Veterans are enrolled for benefits, information
is requested about various preferences. Topics include how they
prefer to be addressed and preferences for communication and
learning, food, hospital room type, religion, etc.—even ensuring
that the Veteran is aware that there are over 60 emblems of belief
that can be carved into NCA headstones.