CSU San Bernardino: Delivering Effective Customer Service & Escalation Skills

Last updated November 25, 2025

The Conversation Cycle

9:00

Challenging Conversations: Introduction

Challenging Conversations: Conclusion

1:50

Reasons for Challenging Interactions

3:41

Taking the HEAT

14:33

Setting the Stage for De-escalation

3:43

De-escalation: Conclusion

1:00

Elevate service excellence on your campus.

Overview

 This mini-module is a start to help you enhance your customer service skills including working with difficult customers, as well as how to effectively de-escalate challenging situations.

The videos on the course page will take you about an hour to review. Some lessons in the mini-module reference a Learning Journal, and we have created this workbook just for you to help you apply what you learn directly to your day-to-day work on-campus.

Who should attend?

Front line customer-facing employees at CSUSB

$1800

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Table of Contents

Overview

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