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Customer Service Skills for Utility Operations


Course Code: EO0108WA22

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

May 17 & 18, 2022
8:30am - 12:00pm EDT
(Participants must attend both days of the class.)


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
Meet Your Instructor

Headshot of Marian Janes, Instructor for Communicating with Confidence and Authority Online CourseMarian Janes

Marian Janes, an experienced and successful Learning and Development professional, applies her passion for igniting other's success to stimulating growth of organizations and individuals in varied business and professional environments amidst ongoing cultural and technological changes. As a learning and education professional, Marian enables organizations to help people discover and apply their core potential and make progress towards their vision. Marian possesses a Master's Degree in Education from Indiana University and participates in many professional and service organizations.


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): Pending

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). CEs for Customer Service Skills for Utility Operations are still pending.

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.

Registration Fee $280.00
Multi-Person Registration Fee $250.00 Register at the same time with a colleague and you both save!
NJLWO Fee (T/W/VSWS License Holders Only) $140.00
Cancellation Fee $75.00

Substitutions are permitted. View cancellation policy.


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. You also have the option to call in to hear the live class. 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.

Once you register with OCPE, you will receive an email from "Rutgers University Canvas" saying, "Click here to finish the registration process," to create your new account in the Canvas Virtual Platform. The course shell will not open until a week before the start date of class. You will receive an email from Claudine Oleskin with directions and more details for the class.

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.


  • 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 your co-workers or supervisor, your account must be updated with a unique email address. To do this, please send an email to registration@njaes.rutgers.edu stating that your email address needs to be changed and include:

    • Your full name
    • The shared email address that needs to be changed
    • Your unique email address
    • A phone number where you can be reached if we have any questions

Note: Pre-registration with payment is required.


Registration will close at 3PM on May 13, 2022.

To Pay By Credit Card:

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First time registering online? Click here for step-by-step instructions.

To Pay By Check, Money Order, or Purchase Order:

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For Registration Assistance:

Please call 848-932-9271, option 2.

Program Questions? Contact Us!

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