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Video Preview: Customer Service Skills Course with Instructor Francine Kaplan


Customer Service Training for Your Organization, Training Grant Opportunities

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. The video above provides a brief preview of our training course that 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.

The Workforce Development Unit at the Rutgers Office of Continuing Professional Education (OCPE) has successfully helped hundreds of NJ employers offer training to their staff through NJ Department of Labor (DOL) grants. This customer service skills course can be modified to suit the needs and initiatives of any organization, and participants may be eligible to attend grant funded training to develop their professional skills for no out-of-pocket expense! This employee training course can also be combined with other course offerings and tailored into a customized program that fulfills your specific corporate training needs.

To receive DOL workforce training grant funding, your company must be NJ-based and free of any state tax liabilities. The qualification process takes about 5 minutes and requires very basic company information such as name, address and FEIN number.

To set up training for your organization or to find out about the other training grant courses offered through OCPE, please contact us:

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


About Francine Kaplan, Customer Service Course Instructor

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 workplace training that OCPE can provide in this extended course preview video.