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Customer Service Skills for Utility Operations

ONLINE COURSE

Course Code: EO0108WA21

6 TCHs offered for NJ Water and Wastewater Operators
(License S, C, N, T, W, VSWS)

Customer Service Skills Course

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Date & Time

Last Held: May 11 & 12, 2021
8:30am - 12:00pm EDT
(Participants must attend both days of the class.)

Next offering TBD

Description

Customer service is something everyone needs to be aware of – really! How can we go beyond service to engage our customers in an experience they will not soon forget?

This course was developed to provide tips, techniques, and tools to help you build and improve your customer service skills and mindset. From utility crews out in the field to personnel in a call center, and from front line workers to senior leaders, all attendees will gain valuable knowledge to help them address an array of customer service challenges because customer service is EVERYONE'S job!

Topics will include:

  • Customer service versus customer experience
  • Customer focused mindsets and behaviors
  • Understanding customer behaviors
  • Increasing customer engagement
  • Building a customer centric culture
  • Cultivating ownership and accountability
  • Sustaining customer relationships
Credits

The May 11-12, 2021 offering of this course was approved for the following credits. We will reapply for similar credits the next time the course runs, but we cannot guarantee credit approval for future offerings.

In addition to 0.6 Rutgers CEUs, this customer service training course has been approved for the following credits:

NJ Licensed Water and Wastewater Operators: 6 TCHs (Approval #01-010801-30)

PA Water and Wastewater Operators: 6 Recert Hours

NJ Certified Public Works Managers (CPWM): 6 Management

NJ Health Officers & Registered Environmental Health Specialists: Rutgers University, NJAES, Office of Continuing Professional Education has been approved by the New Jersey Department of Health as a provider of NJ Public Health Continuing Education Contact Hours (CEs). Participants who complete this course will be awarded 6.0 CEs.

NOTE: You must fill out the survey requesting continuing education credits immediately following the end of the class. If you do not complete the survey - or do not fully complete it - you will NOT receive any credits.

Fees
Registration Fee TBD
Multi-Person Registration Fee TBD Register at the same time with a colleague and you both save!
NJLWO Fee (T/W/VSWS License Holders Only) TBD
Cancellation Fee TBD

Substitutions are permitted. View cancellation policy.

Meals

No meals will be provided at this course.

Accessing this Online Course

This online course will be facilitated on the Canvas Virtual Platform. It is recommended that you access the course using a computer (desktop or laptop) with a high-speed internet connection. A built-in laptop microphone or external microphone can be used. Webcams are optional. Kindly note that this training is best viewed using the Chrome web browser. Tablets can also be used. If you plan to access the course using a mobile device, you should download the Canvas app. Please review this link for information: https://community.canvaslms.com/docs/DOC-10567.

Photo ID Requirement:

Each registrant will be asked provide a photo of him/herself holding their government-issued photo ID. This is required by credit boards so that you may receive credits for participating in this online course.

  • You will receive a reminder email prior to the start of the class with further instructions. Wait to receive these instructions before you attempt to upload your ID.
  • The photo must be clear enough that we can read your name and verify that the person pictured on the ID is in fact the person holding it.
  • After an OCPE staff member reviews the picture and verifies your identity, you will have access to participate in the course when it begins.

IMPORTANT: A UNIQUE EMAIL ADDRESS IS REQUIRED FOR EACH REGISTRANT TO ACCESS OUR ONLINE COURSES

  • If this is your first time registering with us, please provide your own unique email address when registering; do not provide an email address that you share with anyone else who will be registering for this course.

  • If you have previously taken classes with us and have used an email address that you share with another person who will also be registering, you must update your account with a unique email address. Click the Register Online button below and sign into your account. On the left side toolbar, click My Account. On the drop-down menu, click Edit Profile/Password. Scroll down to the Email Address field (not the secondary email address field!) and enter your own, individual (not shared!) email address here. Click the Submit button at the bottom to save. If you need assistance updating your account, please email or call (848-932-9271, option 2) our Registration Department.

Note: Pre-registration with payment is required.

Register

Sorry, registration is not currently available for this course.

Would you like to be notified when the next offering is scheduled? 
Here are 3 convenient ways to be added to our email list:
1. Click here to join our email list (please select "Leadership, Management, and Communications" as your Area of Interest) 
2. Call us at 848-932-9271, select option 3
3. E-mail us at ocpe@njaes.rutgers.edu

Program Questions? Contact Us!

Assistant Director: Carol Broccoli, 848-932-7207
Administrative Assistant: Claudine Oleskin, 848-932-7204