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Video Preview: Customer Service Skills Course with Corporate Trainer
Francine Kaplan


Customer Service Training for Your Organization

Across many industries and job roles, strong customer service skills are vital for positive interpersonal interactions and long-term success. Customer service is the responsibility of every person in an organization, both when dealing with external clients and colleagues within the company. This staff training program focuses on how to deliver superior customer service. Participants in this training will learn about how intangibles (such as acknowledgment, eye contact, and smiling) can have a big impact on a customer's experience. The importance of listening and tips for overcoming difficult situations will also be covered in this course.

Interested in Bringing This Customer Service Training to your Organization?

The full, in-depth version of this course can be customized to suit the needs and initiatives of any organization. To find out how to bring this topic and instructor -- or any of our other staff training courses -- to your company, contact us:

Sharon Gutterman, Senior Program Coordinator
Email: gutterman@njaes.rutgers.edu
Phone: 848-932-7701


About Francine Kaplan, Customer Service Course Corporater Trainer

Francine Kaplan's background includes working within the child welfare system of New Jersey, acting as an independent healthcare advocate, and working as a professional mediator in divorce proceedings. Through these roles, she has honed her interpersonal skills and shares her expertise in effective communication with students who attend her classes. She also has extensive experience in bridging communication gaps between different groups in order to ensure productive work environments. During the 20 years in which she worked as a healthcare advocate, she proactively interacted with physicians, facilities, and agencies to ensure that the highest level of care was continuously delivered and brings this background to her customer service training classes.

Francine earned Bachelor of Arts degrees in Early Childhood Education and Communications from Hunter College, as well as a Juris Doctor degree from Rutgers Law School. In addition to leading customer service training, Francine has also presented courses on topics including Effective Communication, Giving and Receiving Feedback, Time Management, and Conflict Resolution.

Customer Service Skills: Extended Video Preview

Can your organization benefit from Francine Kaplan's course on providing five star customer service? Get a more in-depth look at the type of professional development training that OCPE can provide in this extended course preview video.