**Connecticut WIC Program**

**Customer Service Training**

**Module One Workbook**

Developed by Learning Dynamics

2003

![](media/image1.jpeg){width="3.7in" height="1.6472222222222221in"}

This project has been funded at least in part with Federal funds from
the U.S. Department of Agriculture, Food and Nutrition Service, under a
Fiscal Year 2001 WIC Special Project Grant. The contents of this
publication do not necessarily reflect the view of policies of the U.S.
Department of Agriculture, nor does mention of trade names, commercial
products, or organizations imply endorsement by the U.S. Government.

*How I Expect to be Treated as a Customer*

***CUSTOMERS\' RANKING OF SERVICE SKILLS***

######### Some years ago a survey of over thirteen hundred customers asked them to rank by importance nine customer service skills. The following are the results.

1\. Is Prepared.

2.  Makes Customers Feel Important.

3.  Listens and Responds to Customer Feelings.

4.  Meets or Exceeds Customer Needs.

5.  Follows Through.

6.  Makes Sure Customer is Satisfied.

7.  Acknowledges the Customer.

8.  Clarifies Details.

9.  Asks for Ideas and Offers Suggestions.

####### *WHAT CUSTOMERS EXPECT WHEN THINGS GO WRONG*

A Study some years ago surveyed customers who had experienced recent
service breakdowns. They were asked what they experienced as positive
from companies when they experienced a service breakdown.

> 1\. Dealt With My Being Upset.

2\. Apologized.

3.  Didn\'t Become Defensive.

4.  Showed Humility and Poise.

5.  Followed Up After Complaint.

6.  Showed Skill at Problem Solving.

7.  Proactive in Admitting Organization's Error.

8.  Acted in Empowered Fashion.

9.  Showed Good Interpersonal Skills.

10. Showed Empathy.

11. Acted Quickly to Resolve Problems.

12. Created Added Value for Customer.

13. Believed Customer; Valued Customer\'s Perceptions.

####### *BEHAVIORS THAT TURN OFF CUSTOMERS*

1.  Apathy

2.  Brush-Off

3.  Coldness

4.  Condescension

5.  Robotism

> 6\. Rule Book

7.  Run-Around

> 8\. Sideline Conversations
>
> 9\. Different Standards

![](media/image2.jpeg){width="1.625in" height="1.1944444444444444in"}

***Interpersonal Communication***

***Skills Inventory***

***SECTION I***

+-----------------------------------+---------+------------+----------+
|                                   | ###     | ###        | ##       |
|                                   | USUALLY |  SOMETIMES | # SELDOM |
+-----------------------------------+---------+------------+----------+
| 1\. Is it difficult for you to    |         |            |          |
| talk to other                     |         |            |          |
|                                   |         |            |          |
| people?                           |         |            |          |
+-----------------------------------+---------+------------+----------+
| 2.  When you are trying to        |         |            |          |
|     explain something, do others  |         |            |          |
|     tend to put words in your     |         |            |          |
|     mouth, or finish your         |         |            |          |
|     sentences for you?            |         |            |          |
+-----------------------------------+---------+------------+----------+
| 3.  In conversation, do your      |         |            |          |
|     words usually come out the    |         |            |          |
|     way you would like?           |         |            |          |
+-----------------------------------+---------+------------+----------+
| 4.  Do you find it difficult to   |         |            |          |
|     express your ideas when they  |         |            |          |
|     differ from the ideas of      |         |            |          |
|     people around you?            |         |            |          |
+-----------------------------------+---------+------------+----------+
| 5.  Do you assume that the other  |         |            |          |
|     person knows what you are     |         |            |          |
|     trying to say, and leave it   |         |            |          |
|     to him/her to ask you         |         |            |          |
|     questions?                    |         |            |          |
+-----------------------------------+---------+------------+----------+
| 6.  Do others seem interested and |         |            |          |
|     attentive when you are        |         |            |          |
|     talking to them?              |         |            |          |
+-----------------------------------+---------+------------+----------+
| 7.  When speaking, is it easy for |         |            |          |
|     you to recognize how others   |         |            |          |
|     are reacting to what you are  |         |            |          |
|     saying?                       |         |            |          |
+-----------------------------------+---------+------------+----------+
| 8.  Do you ask the other person   |         |            |          |
|     to tell you how she/he feels  |         |            |          |
|     about the point you are       |         |            |          |
|     trying to make?               |         |            |          |
+-----------------------------------+---------+------------+----------+
| 9.  Are you aware of how your     |         |            |          |
|     tone of voice may affect      |         |            |          |
|     others?                       |         |            |          |
+-----------------------------------+---------+------------+----------+
| 10. In conversation, do you look  |         |            |          |
|     to talk about things of       |         |            |          |
|     interest to both you and the  |         |            |          |
|     other person?                 |         |            |          |
+-----------------------------------+---------+------------+----------+

**SCORE: SECTION I TOTAL \_\_\_\_\_\_\_\_\_\_\_\_\_**

***Interpersonal Communication***

***Skills Inventory***

***SECTION II***

+---------------------------------+----------+-------------+----------+
|                                 | ###      | ##          | ##       |
|                                 |  USUALLY | # SOMETIMES | # SELDOM |
+---------------------------------+----------+-------------+----------+
| 11. In conversation, do you     |          |             |          |
|     tend to do                  |          |             |          |
|                                 |          |             |          |
| > more talking than the other   |          |             |          |
| > person does?                  |          |             |          |
+---------------------------------+----------+-------------+----------+
| 12. In conversation, do you ask |          |             |          |
|     the other person questions  |          |             |          |
|     when you don't understand   |          |             |          |
|     what they have said?        |          |             |          |
+---------------------------------+----------+-------------+----------+
| 13. In conversation, do you     |          |             |          |
|     often try to figure out     |          |             |          |
|     what the other person is    |          |             |          |
|     going to say before they    |          |             |          |
|     have finished talking?      |          |             |          |
+---------------------------------+----------+-------------+----------+
| 14. Do you find yourself not    |          |             |          |
|     paying attention while in   |          |             |          |
|     conversation with others?   |          |             |          |
+---------------------------------+----------+-------------+----------+
| 15. In conversation, can you    |          |             |          |
|     easily tell the difference  |          |             |          |
|     between what the person is  |          |             |          |
|     saying and how he/she may   |          |             |          |
|     be feeling?                 |          |             |          |
+---------------------------------+----------+-------------+----------+
| 16. After the other person is   |          |             |          |
|     done speaking, do you       |          |             |          |
|     clarify what you heard them |          |             |          |
|     say before you offer a      |          |             |          |
|     response?                   |          |             |          |
+---------------------------------+----------+-------------+----------+
| 17. In conversation, do you     |          |             |          |
|     tend to finish sentences or |          |             |          |
|     supply words for the other  |          |             |          |
|     person?                     |          |             |          |
+---------------------------------+----------+-------------+----------+
| 18. In conversation, do you     |          |             |          |
|     find yourself paying most   |          |             |          |
|     attention to details and    |          |             |          |
|     frequently missing the      |          |             |          |
|     speaker's emotional tone?   |          |             |          |
+---------------------------------+----------+-------------+----------+
| 19. In conversation, do you let |          |             |          |
|     the other person finish     |          |             |          |
|     talking before reacting to  |          |             |          |
|     what she/he says?           |          |             |          |
+---------------------------------+----------+-------------+----------+
| 20. Is it difficult for you to  |          |             |          |
|     see things from the other   |          |             |          |
|     person's point of view?     |          |             |          |
+---------------------------------+----------+-------------+----------+

**SCORE: SECTION II TOTAL \_\_\_\_\_\_\_\_\_\_\_**

***Interpersonal Communication***

***Skills Inventory***

***SECTION III***

+--------------------------------+----------+-------------+-----------+
|                                | ###      | ##          | #         |
|                                |  USUALLY | # SOMETIMES | ## SELDOM |
+--------------------------------+----------+-------------+-----------+
| 21. Is it difficult to hear or |          |             |           |
|     accept                     |          |             |           |
|                                |          |             |           |
| > constructive criticism from  |          |             |           |
| > the other person?            |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 22. Do you refrain from saying |          |             |           |
|     something that you think   |          |             |           |
|     will upset someone or make |          |             |           |
|     matters worse?             |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 23. When someone hurts your    |          |             |           |
|     feelings, do you discuss   |          |             |           |
|     this with him/her?         |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 24. In conversation, do you    |          |             |           |
|     try to put yourself in the |          |             |           |
|     other person's shoes?      |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 25. Do you become uneasy when  |          |             |           |
|     someone pays you a         |          |             |           |
|     compliment?                |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 26. Do you find it difficult   |          |             |           |
|     to disagree with others    |          |             |           |
|     because you are afraid     |          |             |           |
|     they will get angry?       |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 27. Do you find it difficult   |          |             |           |
|     to compliment or praise    |          |             |           |
|     others?                    |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 28. Do others remark that you  |          |             |           |
|     always seem to think you   |          |             |           |
|     are right?                 |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 29. Do you find that others    |          |             |           |
|     seem to get defensive when |          |             |           |
|     you disagree with their    |          |             |           |
|     point of view?             |          |             |           |
+--------------------------------+----------+-------------+-----------+
| 30. Do you help others to      |          |             |           |
|     understand you by saying   |          |             |           |
|     how you feel?              |          |             |           |
+--------------------------------+----------+-------------+-----------+

**SCORE: SECTION III TOTAL \_\_\_\_\_\_\_\_\_\_**

***Interpersonal Communication***

***Skills Inventory***

***SECTION IV***

+------------------------------------+---------+------------+---------+
|                                    | ###     | ###        | ###     |
|                                    | USUALLY |  SOMETIMES |  SELDOM |
+------------------------------------+---------+------------+---------+
| 31. Do you have a tendency to      |         |            |         |
|     change the subject when the    |         |            |         |
|     other person's feelings enter  |         |            |         |
|     into the discussion?           |         |            |         |
+------------------------------------+---------+------------+---------+
| 32. Does it upset you a great deal |         |            |         |
|     when                           |         |            |         |
|                                    |         |            |         |
| > someone disagrees with you?      |         |            |         |
+------------------------------------+---------+------------+---------+
| 33. Do you find it difficult to    |         |            |         |
|     think clearly                  |         |            |         |
|                                    |         |            |         |
| > when you are angry with someone? |         |            |         |
+------------------------------------+---------+------------+---------+
| 34. When a problem arises between  |         |            |         |
|     you and another person, can    |         |            |         |
|     you discuss it without getting |         |            |         |
|     angry?                         |         |            |         |
+------------------------------------+---------+------------+---------+
| 35. Are you satisfied with the way |         |            |         |
|     you handle differences with    |         |            |         |
|     others?                        |         |            |         |
+------------------------------------+---------+------------+---------+
| 36. Do you sulk for a long time    |         |            |         |
|     when someone upsets you?       |         |            |         |
+------------------------------------+---------+------------+---------+
| 37. Do you apologize to someone    |         |            |         |
|     whose feelings you may have    |         |            |         |
|     hurt?                          |         |            |         |
+------------------------------------+---------+------------+---------+
| 38. Do you admit that you are      |         |            |         |
|     wrong when you know that you   |         |            |         |
|     are/were wrong about           |         |            |         |
|     something?                     |         |            |         |
+------------------------------------+---------+------------+---------+
| 39. Do you avoid or change the     |         |            |         |
|     topic if someone is expressing |         |            |         |
|     his or her feelings in a       |         |            |         |
|     conversation?                  |         |            |         |
+------------------------------------+---------+------------+---------+
| 40. When someone becomes upset, do |         |            |         |
|     you find it difficult to       |         |            |         |
|     continue the conversation?     |         |            |         |
+------------------------------------+---------+------------+---------+

**SCORE: SECTION IV TOTAL \_\_\_\_\_\_\_**

**TOTAL SCORE FOR ALL SECTIONS (I THROUGH IV) \_\_\_\_\_\_**

***Interpersonal Communication***

***Inventory Scoring Key***

*Instructions: Go back and look over your responses to each question. In
front of each question, write the appropriate score using the table
below.*

*For example, if you answered "No" to Question 1, you would get 3
points. Write the number 3 in front of Question 1 on the inventory.
Proceed to score all other questions.*

*Each section contains 10 questions. After scoring all questions, go
back to Section 1. Total the score of Section 1 and put that number on
the line "Score Section 1 Total." Proceed to total all scores for all
other sections.*

*Enter your score here: \_\_\_\_\_\_\_\_*

**SCORING KEY**

  -------------- ------------- --------------- ------------ -------------- ------------- --------------- ------------
  **Question**   **Usually**   **Sometimes**   **Seldom**   **Question**   **Usually**   **Sometimes**   **Seldom**

  1              0             1               3            21             0             1               3

  2              0             1               3            22             3             1               0

  3              3             1               0            23             3             1               0

  4              0             1               3            24             3             1               0

  5              0             1               3            25             0             1               3

  6              3             1               0            26             0             1               3

  7              3             1               0            27             0             1               3

  8              3             1               0            28             0             1               3

  9              3             1               0            29             0             1               3

  10             3             1               0            30             3             1               0

  11             0             1               3            31             0             1               3

  12             3             1               0            32             0             1               3

  13             0             1               3            33             0             1               3

  14             0             1               3            34             3             1               0

  15             3             1               0            35             3             1               0

  16             3             1               0            36             0             1               3

  17             0             1               3            37             3             1               0

  18             0             1               3            38             3             1               0

  19             3             1               0            39             0             1               3

  20             0             1               3            40             0             1               3
  -------------- ------------- --------------- ------------ -------------- ------------- --------------- ------------

![](media/image3.jpeg){width="0.9013888888888889in"
height="0.8263888888888888in"}***Interpersonal Communication Profile***

*Interpretation: Look at your score for each section as one indication
of the degree to which you effectively communicate. Plot your scores on
the table below using an "X" for each section score. Draw a line to
connect them column to column. This will create a profile of your
strengths and opportunities for improvement.*

-   Scores in the 1 \> 15 range indicate areas of your communication
    skills that need improvement.

-   Scores in the 16 \> 21 range indicate areas of communication skills
    that need more consistent attention.

-   Scores in the 22 \> 30 range indicate areas of strength or potential
    strength.

Area (s) of Strength:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Area (s) of Improvement:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

  --------------- -------------- -------------------- --------------------
  Sending Clear   Listening      Giving and Getting   Handling Emotional
  Messages                       Feedback             Interactions

  30              30             30                   30

  29              29             29                   29

  28              28             28                   28

  27              27             27                   27

  26              26             26                   26

  25              25             25                   25

  24              24             24                   24

  23              23             23                   23

  22              22             22                   22

  21              21             21                   21

  20              20             20                   20

  19              19             19                   19

  18              18             18                   18

  17              17             17                   17

  16              16             16                   16

  15              15             15                   15

  14              14             14                   14

  13              13             13                   13

  12              12             12                   12

  11              11             11                   11

  10              10             10                   10

  9               9              9                    9

  8               8              8                    8

  7               7              7                    7

  6               6              6                    6

  5               5              5                    5

  4               4              4                    4

  3               3              3                    3

  2               2              2                    2

  1               1              1                    1
  --------------- -------------- -------------------- --------------------

***SPOKEN COMMUNICATION***

1.  Always be Polite and Courteous.

2.  Avoid Using Jargon.

3.  Use Positive, Not Negative, and Non Judgmental Language.

4.  Ask Customers Politely.

5.  Be Sensitive.

6.  Don't Answer a Question with a Question.

7.  Be Cautious with Humor.

8.  Try to Hear Yourself as Customers Hear You.

9.  Paraphrase or Summarize when Needed.

10. When Necessary, Ask Clients to Repeat/Paraphrase Instructions.

***TECHNICAL JARGON***

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######### *SAYING OR WRITING IT POSITIVELY*

DIRECTIONS: In the table below, examples of common phrases that people
use are shown in the left-hand column. In the right-hand column, write
an improved phrase. For example, instead of "I'll try\..." say "I
will\....".

+-----------------------------------+-----------------------------------+
| ######## COMMONLY-USED PHRASES    | ######## IMPROVED PHRASES         |
+-----------------------------------+-----------------------------------+
| 1\. "I'll try\..."                | 1\.                               |
+-----------------------------------+-----------------------------------+
| 2.  "As soon as possible."        | 2\.                               |
+-----------------------------------+-----------------------------------+
| 3.  "Our policy is\..."           | 3\.                               |
+-----------------------------------+-----------------------------------+
| 4.  "Why didn't you\....?"        | 4\.                               |
+-----------------------------------+-----------------------------------+
| 5.  "I'm just\..."                | 5\.                               |
+-----------------------------------+-----------------------------------+
| 6.  "There's nothing I can do."   | 6\.                               |
+-----------------------------------+-----------------------------------+
| 7.  "You can't\..."               | 7\.                               |
+-----------------------------------+-----------------------------------+
| 8.  "We can't\..."                | 8\.                               |
+-----------------------------------+-----------------------------------+
| 9.  "You should have\..."         | 9\.                               |
+-----------------------------------+-----------------------------------+
| 10. "There is no one here to help | 10\.                              |
|     you."                         |                                   |
+-----------------------------------+-----------------------------------+
| 11. "I'm sure no one is working   | 11\.                              |
|     on your issue."               |                                   |
+-----------------------------------+-----------------------------------+
| 12. "You don't have an            | 12\.                              |
|     appointment today.\"          |                                   |
+-----------------------------------+-----------------------------------+

***SUGGESTING SKILLS***

People often have a variety of reactions to suggestions about something
personal to them (their appearance, their parenting skills or how they
live their life):

####### 

-   Put off or embarrassed

-   Angry or hurt

-   Resistant or defensive

-   Pleased that the person cared enough about them to make the
    suggestion

When making suggestions to clients, you will want to remember to explain
why you are making the suggestion (what will be better for them as a
result of doing what you suggest?). Also, be sure to remember the old
adage, "What's In It For Me?" also known as WIIFM).

Be careful not to sound condescending or patronizing when making
suggestions. And remember that you are in partnership with your clients,
so whenever possible, try to say "we should try" instead of "you should
try."

+-------------------------------+--------------------------------------+
| #                             | > **More effective suggestions**     |
|  Not-so-effective suggestions |                                      |
+-------------------------------+--------------------------------------+
| 1.  "You'd better not wait    | 1.  "Remember, that it's hard to get |
|     until the last minute to  |     an appointment so I'd suggest    |
|     make a doctor's           |     you call as soon as possible."   |
|     appointment."             |                                      |
+-------------------------------+--------------------------------------+
| 2.  "Your children are out of | 2.  "I'm concerned that your child   |
|     control."                 |     might get hurt if he continues   |
|                               |     to..."                           |
+-------------------------------+--------------------------------------+

**A common suggestion you make to clients:**

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

**An even more effective way to make this suggestion:**

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

*TELEPHONE SKILLS REFRESHER*

1.  Say it with a smile in your voice.

2.  Don't sound frustrated or verbalize everything you're thinking (for
    example, "Where is your file?!" or "Just hold on...give me a
    minute").

3.  Take notes when necessary. Document conversation in the client's
    file and/or statewide WIC Info System comments screen.

4.  Keep your voicemail current (for example, "This is Sue Wilson. It's
    Friday, April 14th, and I will be out of the office all day").

5.  Sound helpful and interested in what the client is saying.

6.  Use a standard voicemail greeting.

7.  Check messages frequently, especially if you are away from your desk
    for an extended period of time.

8.  Reassure a client with an urgent problem that you will get back to
    them with an answer (or will make sure someone else does) within a
    specific time period.

9.  Be careful about background comments (for example, when you have a
    client on the phone and other co-workers are talking loudly,
    laughing, shuffling papers, or responding indirectly to client with
    such comments as "What a crazy question!" or "You just answered
    that!").

10. Be personal but not too personal (for example, "I'm having problems
    at home and I'm just not able to focus").

11. Answer with a consistent greeting at all times ("Hello \_\_\_\_\_WIC
    Program, this is \_\_\_\_\_\...")

12. When forwarding a call, announce the caller to whom you are sending
    it to (for example, "Sue, I have Mary Jones on the line looking for
    some help").

13. When possible, use a private office or conference room for sensitive
    calls with clients or lower your voice.

14. Don't eat, drink, or chew gum while on the phone!

*AUDIOTAPED MESSAGES*

1.  "Good morning. WIC Monica speaking"

2.  "Good morning, Hartford WIC office, this is Monica. How may I help
    you?"

3.  "Theresa, this is Ginny calling from WIC. Beth, our nutritionist,
    needs to review your son's doctor's report. Maybe we can set up an
    appointment sometime next week. Bye."

4.  "Vera, this is Laura from WIC. I am sorry to hear about the problem
    with your WIC checks. Please call me with the store's address and
    phone number so I can work to resolve your issue as soon as
    possible. I will be here until 4:30 p.m. today. Thank you."

5.  "Yes, Wanda, I remember you.

> *negative:* "What's the problem today?"

*positive:* "How can I help you today?"

####### 

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*CASE STUDIES*

**Case 1** *(intended to help staff deal with service recovery when WIC
creates a problem for the client)*

# Carla

Carla has been a WIC client for over a year. She doesn't say much and
shows very little expression whenever she has her appointments. This
morning she shows up with her 15-month old son for a 10:00 a.m.
appointment at your office. As she checks in, you realize that your
office mistakenly triple-booked appointments for 10:00 a.m. and Carla
will need to wait at least until 10:40 a.m. before someone will be able
to see her.

What is your plan for working with Carla?

What will you say to Carla?

# Case 2 *(intended to help staff "go the extra mile" to help a client who has a problem unrelated to WIC)* 

# 

# Mariella

Mariella has been a longtime WIC client and she has seen her share of
ups and downs (evicted from one apartment, had a part-time job and then
lost it, etc.). Mariella just learned that her health insurance will end
next month and she tells you she will not be able to pay for doctor's
visits for her children.

What is your plan for supporting Mariella?

What will you say to Mariella?

**Case 3** *(intended to help staff deal effectively with a client who
has unrealistic expectations, help staff say "no" properly, and uphold
WIC's policies)*

# Betty

Betty is a WIC client who always looks for ways to get around WIC
policies and procedures. Last month she asked for more formula than WIC
is allowed to give. Today she really pushed the limits when she asked
why "WIC couldn't just put the vouchers in the mail to her since she's
been so busy with her baby?!" You let her know that this is against WIC
policy and she was not happy to hear this.

What is your plan for working with Betty?

What would you say to Betty?

**Case 4** *(intended to help staff deal with client resistance and
unrealistic expectations)*

**Anna**

You have just placed a call with Anna, asking her to come in on May 2nd
for her appointment. Anna says she can't make it in that day. You try
feverishly to find a good time for her on the 5^th^, 6^th^, 7^th^ and
8^th^ -- no go. Because of previous behavior, you suspect that she will
simply show up later in the month once she spends her allotted benefits.
The phone is ringing off the hook and you're getting nowhere with Anna.
You really can't spend much more time trying to book her appointment on
the phone.

What is your plan for working with Anna?

What will you say to Anna?

**Case 5** *(intended to help staff deal effectively with an angry
client)*

# 

# Lizette

Lizette, a newer WIC client, just stormed through the entrance waving a
piece of paper at you. She starts shouting about not getting the forms
she needs to start receiving WIC benefits. Lizette is really making a
scene in front of the other five women and several children in the
waiting room. You know that Lizette did not follow the directions you
gave her over the phone last week, causing the delay in WIC benefits.

What is your plan for working with Lizette?

What will you say to Lizette?

# Case 6 *(intended to help staff go the extra mile))*

# 

# Tracey

Tracey has just moved to Connecticut from Tennessee. She would like to
transfer to the CT WIC Program. She arrives at her appointment without a
verification of certification (VOC) and with no proof of income.
However, she states that she has applied to the HUSKY A program. She has
an infant and has stopped breast feeding before she moved. She tells the
nutritionist that she is in dire need of formula.

What is your plan for working with Tracey?

What will you say to Tracey?