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Re-think client interactions in this five-hour series and turn transactions into memorable, positive experiences that turn everyday customers into loyal fans.
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Course Details
Course Name: Delivering an Expectation-Shattering Customer Experience
Course Code: WD0601WA27
Date: July 16, 23, 30, August 6, and 13, 2026
Time: 12:00 pm – 1:00 pm EDT (Check-in time: 11:50 am EDT)
Location: Online
Format: Live, instructor-led virtual course
Series Registration Fee: $375 per person
Registration closes: July 15, 2026
Paying with a check, money order, or purchase order?
Payments should be made out to: Rutgers, The State University of New Jersey
Checks and money orders should be mailed to: Office of Continuing Professional Education, Attn: Registration Dept., 102 Ryders Ln, New Brunswick, NJ 08901-8519
Purchase Orders can be mailed to the address above or electronically sent to registration@njaes.rutgers.edu.
Course Overview
There is no magic formula to please everyone all the time. However, there are steps you can take that move beyond customer satisfaction to creating loyal fans and transforming transactions into memorable, positive experiences.
This course, led by popular, dynamic, and engaging instructor John Eric Jacobsen, will cover five key topics in one-hour modules held over five weeks. Each module topic (see descriptions below) will help you to re-think your client interactions, create an expectation-shattering customer experience, and rise to a level of service excellence. Certificates are available for those that complete the entire series!
Modules
Module 1: Defining the Customer Experience
What does the Customer Experience mean to you, your customers, your employees, and your organization? Identify the key elements of the Customer Experience and how to make them an essential part of your culture through understanding the ultimate objectives of every client interaction.
Module 2: Attitude of Gratitude
Changing your perspective can produce positive results in customer interactions. Your customers are the key to the success of your organization. Remember to appreciate their participation.
Module 3: Stay Calm and Carry On
Believe it or not, difficult customers can be turned into loyal fans. Learn to stay calm, listen, and allow customers to be “wrong” with dignity.
Module 4: Mapping the Customer Journey
Helping your customers to feel important and appreciated can expand the Customer Experience into your product or service. Through empathy, active listening and personalized interactions, turn a positive organizational culture into a competitive advantage that fosters trust and a memorable experience.
Module 5: And the L.A.S.T. Shall Be First!
Learn to adopt a “Listen, Apologize, Solve, Thank” framework for customer interactions. Build loyalty by first understanding and empathizing, finding a resolution, and showing appreciation to ultimately Deliver an Expectation Shattering Customer Experience!
Meet Your Instructor
John Eric Jacobsen
John Eric Jacobsen has consulted for more than 1,500 companies and our government and addressed more than 1,000,000 people in workshops and seminars throughout the United States.
Jacobsen is recognized as one of America’s preeminent, leading authorities in soft skills training. As a keynote speaker, corporate trainer, and seminar leader, he addresses many people each year on topics such as Leadership, Surviving Change, Workplace Negativity, Customer Service, Stress Management, Emotional Control, Communication Mastery, and Time Management. Jacobsen is also the international author of two corporate top sellers: “Conversations on Customer Service & Sales,” and “Weapons of Mass Instruction.”
Continuing Education Credits
Delivering an Expectation-Shattering Customer Experience is approved for 0.5 Rutgers CEUs (5 Contact Hours) as well as the following credits from professional organizations.
NJ Certified County Finance Officer (CCFO): Pending
NJ Certified Municipal Financial Officer (CMFO): Pending
NJ Certified Public Works Managers (CPWM): Pending
NJ Certified Tax Collector (CTC): Pending
NJ Qualified Purchasing Agent (QPA): Pending
NJ Registered Municipal Clerk (RMC): Pending
Course Requirements and Policies
Technology Requirements
This online course will be delivered via Zoom.
Equipment you will need to access this training:
- A laptop, desktop, tablet, or smartphone that will support Zoom.
- Cameras are not required, but are strongly recommended for class participation and engagement.
- Speakers and microphone are not necessary but highly recommended; a call in option is also available for audio.
- High speed internet or Wi-Fi connection is required.
On the day before the class, you will receive an email with the Zoom link for the class.
Email Requirement
A unique email address is required for each registrant to register and access our courses.
- 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, your account must be updated with a unique email address. To do this, please send an email to us at 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
Cancellations and Substitutions
A $90 cancellation fee applies for the Series. No substitutions are permitted. View our cancellation policy.
Customized Training for Your Team
We can customize these courses or one of our many other training offerings and deliver the instruction to your team online or at your place of business! Request a free consultation today to learn more about how we can help your organization achieve its training and staff development goals.
Questions? We’re Here to Help!
If you have any questions about the Delivering an Expectation-Shattering Customer Experience course, please don’t hesitate to reach out to us.
Senior Program Coordinator: Marianne Bennett
848-932-7653
mbennett@njaes.rutgers.edu
For registration assistance, please contact our Registration Department at 848-932-9271, option 2 or email registration@njaes.rutgers.edu.
