Delivering Exceptional Customer Service in WIC

From: £44.84

On-demand Training- Access and Watch Anytime! We’re thrilled to bring you this 4-part online series designed just for WIC frontline staff! Broken up into 30-minute segments, this interactive and engaging training lets staff practice what they’ve learned immediately after each concept is introduced, using interactive, real-life WIC case studies and dialogue that allow your staff to feel confident using the concepts presented. Create a mindset of customer service excellence with this multi-faceted training designed just for WIC! See below for all of the customer service topics included in this training.

NOTE: You will receive a link to the training via email after your purchase. 

£44.84
Webinar access for one learner. NO CPEUs included
£379.24
Webinar access for up to 10 learners. No CPEUs included. Train your staff and save!
Course is online, on-demand and takes approximately 3 hours to complete. See below for more training course details


Course is online, on-demand and takes approximately 3 hours to complete. See below for more training course details. You have until that date to complete your CPEU Evaluation or Webinar Feedback Survey for this course.

How does testing work?

Learn more about course expiration dates.

Web-based On-demand WIC training course

About This Course

You asked – We delivered! This 4-part course is designed just for WIC frontline staff and others interacting with WIC clients.

Includes:

  • 4 30-minute sessions of interactive on-demand training. We know WIC clinics have lots of clients and little time! So, this program is a recorded series your staff can access and watch any time–either individually or as a group training. Here are the topics:
    • Session 1:
      • How to Champion a Customer Service Mindset in WIC
      • Excellent WIC Customer Service: Good for WIC Clients and Good for You
      • Case Study: Using a Holistic Approach to Customer Service
      • Delivering Great WIC Customer Service: Using the Four R’s
      • Tuning Your Ears: Using the 4 R’s
      • The Four R’s: Rephrase
      • Activity: Practicing Rephrasing
      • The Four R’s: Reflect
      • Activity: Practicing Reflecting
      • The Four R’s: Reassure
      • Activity: Practicing Reassuring
      • The Four R’s: Resolve
      • Activity: Practicing Resolving
      • Case Study: The 4 R’s
      • Resolving Customer Issues: When You Get Stuck
    • Session 2:
      • Empathy and Emotional Intelligence in WIC
      • Case Study: Practicing Empathy
      • Activity: Creating Your Emotional Intelligence Plan
      • Demonstrating Empathy Toward Your WIC Customers
      • Case Study: Concrete Ways to Demonstrate Empathy
      • Tuning Your Ears: Empathy
      • Dialogue: Using an Empathic Approach
      • Activity: Rewriting Dialogue to be More Empathetic
      • Dialogue: Demonstrating Empathy–The Right Way
    • Session 3:
      • Addressing and Resolving Conflict in WIC
      • Activity: Addressing and Resolving Conflict
      • Deal with Facts/Activity: Deal with Facts
      • Understand the Other/Activity: Understand the Other
      • View Conflict as Opportunity/Activity: View Conflict as Opportunity
      • Know Your Boundaries
      • Resolving Conflict in WIC: Going Deeper
      • Case Study: Addressing Conflict
      • Dialogue: Addressing Conflict
      • Case Study: Conflict that Must be Escalated
      • Dialogue: Conflict that Must be Escalated
      • Reflecting on Conflict/Activity: Reflecting on Conflict
      • Role Play: Addressing Conflict
      • Effective Communication Strategies in WIC
      • Practicing Plain Language
      • Activity: Simplifying Language
      • Overcoming Language Barriers
      • Using Plain Language
      • Supportive Communication for Customers with Comprehension Challenges
    • Session 4:
      • Adapting Your Communication: Education, Phone Etiquette and Cultural Considerations
      • Adapting to Customer Education Levels
      • Practicing Step-by-Step/Activity: Practicing Step-by-Step
      • Telephone Etiquette: Answering the Telephone
      • Telephone Etiquette: Leaving a Message
      • Telephone Etiquette: Greeting a Customer
      • How Does Cultural Sensitivity Enhance Your Interactions?
      • Cultural Differences in Communication
      • Effective Service Strategies for Diverse Clients
  • Your staff will learn how to apply each skill immediately after it is presented using interactive activities and practice. Gain a holistic approach to customer service in WIC with this training designed just for WIC frontline staff!
NOTE: Course is online, on-demand and takes approximately 3 hours to complete. See below for more training course details. You have until that date to complete your CPEU Evaluation or Webinar Feedback Survey for this course.


			

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How Testing Works

Skelly Skills offers two types of Continuing Education (CE), also known as Continuing Professional Development (CPD). The two types of CDR-approved CE we offer are:

  1. Prior approved enduring (formerly known as self-study) CE courses using printed, online or eBook formats.
  2. Prior approved live, which are CE webinars.

For each of these types of CE, we offer Continuing Professional Education Units (CPEUs — also called CEUs, clock hours, or CPD hours).

Prior Approved Enduring (formerly Self-study) Courses

Our prior approved enduring CE courses all include a CE exam. This is important for some of you because you *may* be limited by the number of prior approved enduring (aka self-study) hours you can accumulate. For each course, you will need to complete the CE exam through our online testing system. It’s easy and you’ll get your CE Certificate of Completion as soon as you pass the course (or complete the Feedback Survey, in the case of our one-hour on-demand CE webinars).

Prior Approved Live (Live Webinars)

Our live CE webinars include a Feedback Survey. Within 24 hours of the live webinar, we will send an email with the Assessment ID and Key ID to complete the Feedback Survey through our testing system. Once you complete that, you’ll immediately be able to print and/or download your CE Certificate of Completion (it will also be emailed to you).

How to Purchase and Complete a Course

Step 1: Visit Skelly Skills and choose the topic and book or other course type you want to study. The number of CPEUs/CEUs/CPD hours are shown on each product page. Note to international customers: You can change the display currency using the icons on the right of the page.

Step 2: Pay online—you’ll get virtual courses immediately or else you’ll receive the book in the mail along with the CE exam booklet (we call this a ‘CE Evaluation’). Note: for books that we publish in-house, we include the CE exam and testing info in the back of the book, not as a separate booklet.)

Step 3: Study the course content. Once you have finished, complete the online exam at our testing site using the Assessment ID and Key ID (password) provided to you in the CE Evaluation, or on the course webpage if you are completing an on-demand webinar or online course.

That’s it! Once you have passed your exam, you’ll receive a PDF certificate of completion which includes the number of CPEUs/CEUs/CPD hours.

Key Facts About the Course Expiration Dates

  • Every one of our CE courses has an expiration date.
  • The expiration date is set by the Commission on Dietetic Registration (CDR) when they approve the course.
  • You must successfully complete your CE exam and/or feedback survey on or before the course expiration date.
  • Skelly Skills cannot extend the expiration date. You must request an extension in writing from CDR.
  • Skelly Skills does not offer refunds or credits for courses that have expired.
  • Please visit www.cdrnet.org for more information on expiration dates!

Learn How Webinar CEs Work

1.

Purchase your webinar and receive a link to the webinar immediately. 

2.

Watch your webinar and then submit the CE Feedback Survey form by the course expiration date.

3.

After submitting your CE Feedback Survey, you will be able to download your CPEU/CEU certificate as a pdf and keep for your records.

How Our CE Evaluation Forms Work

If you already have a copy of the book, you can purchase just the evaluation and reporting form.

  • Receive your digital CE Evaluation Form. You’ll receive a link to download and print a soft copy (PDF format) of the Evaluation immediately after purchase.
  • Find your assessment ID and password. Have your Assessment ID and password ready — they are located on the front of your Evaluation Form.
  • Access our testing site and complete the evaluation. All testing is completed through our online testing system.
  • Download your CE Certificate. When you’ve  completed your evaluation, you’ll receive a link to download your certificate for your records.

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