Own The Moment – Measurement and Improvement

Own the Moment (OTM) is an interactive workshop that focuses not only on customer service, but on the customer experience. Providing a positive customer experience makes Veterans feel valued and respected. As employees practice the principles presented in OTM, the VA will become a leader in cultural change, providing Veterans not just excellent service, but an excellent customer experience.

The way we treat Veterans today determines if they will choose VA tomorrow. This video is part of a 7 video series.

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