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Delivering an Expectation-Shattering Customer Experience


Course Code: BD0213WA21

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Date & Time

June 10, 2021
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.

In these days of self-checkout, automated phone messages, and generic mass email campaigns, it may seem like good customer service is an antiquated concept, but it is still a critical aspect of every successful business.

In this online Rutgers Lunch and Learn course, popular instructor John Eric Jacobsen will define what good customer service means to customers, employees, and managers. In just one hour he will cover:

  1. How to make customer service an essential part of your organizational culture
  2. The 6 objectives of every client interaction
  3. How to serve every customer with an attitude of gratitude
  4. Applying the L.A.S.T. approach when dealing with difficult customers

Has excellent customer service lost its meaning? Shatter expectations and revive great customer service in your organization. Register today!

Meet Your Instructor

Headshot of John Eric Jacobsen, Instructor for Delivering an Earth-Shattering Customer Service Experience Online CourseJohn Eric Jacobsen

John Jacobsen is recognized as one of America's preeminent, leading authorities in the area of soft-skills training. He has consulted for more than 1,000 companies and addressed more than 1,000,000 people in 5,000 talks and seminars throughout the US. As a keynote speaker, corporate trainer, and seminar leader, he addresses thousands of people each year on topics such as Leadership, Surviving Change, Workplace Negativity, Customer Service, Stress Management, Emotional Control, and Communication Mastery.

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 $35.00  

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 June 9, 2021. 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.


Registration will close at midnight on June 9, 2021.

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!

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