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A New Approach to Customer Service in the Time of COVID


Course Code: BD0211WA21

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Date & Time

Last Held: July 30, 2020
1:00pm - 2:00pm EDT (Log in time: 12:50pm EDT)

View all upcoming Lunch and Learn online workshops.


Customized Instructor-Led Online Training Available Now

Do you have a large group that needs online training? We can customize this course or one of our many other training offerings and deliver the instruction to your team remotely! For more information, call Sharon Gutterman at 848-932-7701 or send an email to gutterman@njaes.rutgers.edu.

How have your customers' needs changed during COVID and how have you adapted to meeting those needs? This session will help to improve participants' customer service skills by covering essential professionalism and communication skills.

This session will cover:

  • How to be an effective communicator
  • How to be empathetic
  • How to make a connection with your audience
  • How tuned-in to your audience are you (are you familiar with COVID-related changes to policies; are you familiar with geographic and political changes in your municipality, ie: number of deaths per capita and number of incidents due to COVID)
  • How to ask open-ended questions
  • How to engage in active listening

Headshot of Francine Kaplan, Instructor for Customer Service in the Time of COVID Online CourseMeet Your Instructor: Francine M. Kaplan JD, PM

Francine Kaplan received a BA degree in Communications from Hunter College, NYC and a JD degree from Rutgers Law School, Newark NJ. For the past five years, she has presented several staff development courses throughout New Jersey on various topics such as Effective Communication, Giving and Receiving Feedback, Time Management, and Conflict Resolution.

In addition to 0.1 Rutgers CEUs, this online professional development course is approved for:
  • 1 PDC toward SHRM-CP and SHRM-SCP recertification
Registration Fee TBD  

Cancellation is not allowed. Substitutions are permitted.


No meals will be provided at this course.

Accessing this Online Course

This online course is being delivered via Webex. It can be accessed with a computer, tablet, or smartphone. Registrants will receive a Webex link via email on July 29, 2020. You may turn on your webcam if you wish, but it is not required. Please mute your microphone upon entry.


  • 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 co-workers.

  • If you have previously taken classes with us and have used an email address that you share with your co-workers or supervisor, 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.

Pre-registration is required.


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 mailing list:
1. Click here to join our mailing list (please reference "A New Approach to Customer Service in the Time of COVID" or Course Code BD0211) 
2. Call us at 848-932-9271, select option 3
3. E-mail us at ocpe@njaes.rutgers.edu

Program Questions? Contact Us!

Sr. Program Coordinator: Sharon Gutterman, 848-932-7701