CSV-100: Customer Service Course for Security Professionals

3 lessons · 0.5 hours, self-paced. Closes with a quiz that passes at 80 percent. Covers the EPS Portal from login through the final examination, the course map, and the grading rules that govern certification. Establishes the rule that runs the whole course: at a venue, the officer is the guest experience, and every contact with the public is a security function, not a break from one.

1 lesson · 0.5 hours, self-paced. Closes with a quiz that passes at 80 percent. Covers voice, pace, word choice, and plain language, the non-verbal channel that the guest reads before the officer says a word, active listening that confirms the message before acting on it, and the radio and phone standard that carries facts, not opinions.

1 lesson · 1.0 hours, self-paced. Closes with a quiz that passes at 80 percent. Covers how a contact escalates, the warning signs that show up before the shouting starts, the de-escalation sequence EPS teaches, positioning and distance that keep the officer safe without provoking the guest, and the point at which the officer stops talking, disengages, and calls for the next level. States the limit plainly: de-escalation is not a use of force and this course authorizes none.

1 lesson · 0.5 hours, self-paced. Closes with a quiz that passes at 80 percent. Covers the contact where the guest is told something the guest does not want to hear: the three parts of a no, rule, reason, and option, screening run as a condition of entry and not a search, the prohibited item, the ticket problem, the closed area, consistent enforcement for every guest, the guest who will not take the no, and the ejection. States the limit plainly: nothing in the module authorizes a hand on anyone.

1 lesson · 0.5 hours, self-paced. Closes with a quiz that passes at 80 percent. Covers service recovery in the order that works: listen, acknowledge, solve or hand off, and follow up, without promising what the officer cannot deliver. Covers VIP and high-profile guest movements, discretion, the difference between access control and hospitality, and the handoff to a protective detail when one is present.