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Course Status Notice – Not Scheduled
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Course Details
Course Name: Customer Service Skills for Utility Operations
Course Code: EO0108WA25
Date of Most Recent Offering: May 21 & 22, 2025
Course Overview
Customer service is something everyone needs to be aware of – really! How can we go beyond service to engage our customers in an experience they will not soon forget? This course was developed to provide tips, techniques, and tools to help you build and improve your customer service skills and mindset.
Featured Topics
- Customer Service Versus Customer Experience
- Customer Focused Mindsets and Behaviors
- Understanding Customer Behaviors
- Increasing Customer Engagement
- Building a Customer Centric Culture
- Cultivating Ownership and Accountability
- Sustaining Customer Relationships
Who Should Attend?
From utility crews out in the field to personnel in a call center, and from front line workers to senior leaders, all attendees will gain valuable knowledge to help them address an array of customer service challenges because customer service is EVERYONE’S job! Past participants have included:
- Assistant Superintendents
- DPW Directors
- Customer Service Representatives
- Equipment Operators
- Field Service Representatives
- Maintenance Technicians
- Operations Mechanics
- Operators
- Repairmen
- Revenue Integrity Operations Supervisors
- Sewer Maintenance Coordinators
- Water Utility Workers
Meet Your Instructor
Bill Jamison

Bill Jamison is a communications consultant and an accomplished public speaker who has been teaching courses through Rutgers University since 2002. He is certified by the Centers for Disease Control (CDC) as a Crisis Emergency Risk Communications trainer and has decades of experience as a communications specialist with the New Jersey Department of Health (NJDOH).
Student Reviews
Most useful part of the course: “Learning different skills to deal with customers.”
– Past Participant
“[I learned] How to diffuse a situation with an irate customer.”
– Past Participant
Most useful aspect of the course: “[Learning] How to make customers feel that you are doing your best to assist them.”
– Past Participant
Continuing Education Credits
The most recent offering of Customer Service Skills for Utility Operations was approved for 0.6 Rutgers CEUs (6 contact hours), as well as the following credits from professional organizations. We will reapply for similar credits the next time the course runs, but we cannot guarantee credit approval for future offerings.
New Jersey
NJ Certified Public Works Managers (CPWM): 6 Management Contact Hours
NJ Drinking Water and Wastewater Operators: 6 TCHs (Approval #01-010801-30)
NJ Health Officers and Registered Environmental Health Specialists (HO/REHS): Rutgers University, NJAES, Office of Continuing Professional Education has been approved by the New Jersey Department of Health as a provider of NJ Public Health Continuing Education Contact Hours (CEs). Participants who complete this education program will be awarded 5.50 NJ Public Health Continuing Education Contact Hours (CEs).
Program Questions? We’re Here to Help!
If you have any questions about Customer Service Skills for Utility Operations, please don’t hesitate to reach out to us.

Program Coordinator: Pamela Springard-Mayer
848-932-7463
pspring@rutgers.edu

Administrative Assistant: Claudine Oleskin
848-932-7204
coleskin@njaes.rutgers.edu
For registration assistance, please contact our Registration Department at 848-932-9271, option 2 or email registration@njaes.rutgers.edu.