Level Up! is CNM Ingenuity’s new comprehensive Customer Service series. Level Up! will be an essential customer service primer for both entry-level service professionals, as well as veteran professionals working in the customer service sector who need a refresher!
In this 3 class series complete with 15 hours of dedicated instruction, you will learn the foundations of successful customer service. You’ll be able to maintain effective communication skills and handle difficult conversations and conflicts, head on. You will also strengthen your professional emotional intelligence and be better equipped with an awareness of cultural sensitivity and inclusion, both with co-workers and outward-facing clients.
Specific Course Offerings:
Customer Service Foundations & Effective Communication Skills 3/6/26
Explore the core principles of exceptional customer service. This session sets the stage by defining service excellence, understanding customer expectations, and cultivating a mindset of professionalism, empathy, and accountability. Master the art of clear, confident, and compassionate communication. Participants will learn active listening techniques, verbal and non-verbal cues, and how to tailor messages for different customer personalities and situations.
Cultural Sensitivity and Inclusive Service & Emotional Intelligence for Service Professionals 3/13/26
Deliver service that respects and celebrates diversity. This module builds awareness of cultural differences, unconscious bias, and inclusive language—empowering participants to create welcoming experiences for all customers. Strengthen your emotional agility to better connect with customers and colleagues. This session focuses on self-awareness, empathy, and emotional regulation—key skills for maintaining composure and building trust in high-pressure moments.
Difficult Conversations and Conflict De-escalation & Bringing It All Together: Mastering the Art in Action (Capstone) 3/20/26
Turn tension into resolution with confidence. Participants will practice techniques for handling complaints, managing difficult emotions, and de-escalating conflict while preserving dignity and professionalism. During the second half of the session, apply everything you’ve learned in a dynamic, hands-on session. Through role plays, case studies, and peer feedback, participants will integrate their skills and walk away ready to deliver outstanding service in any scenario.
This program is offered as a complete series for just $1799.
All classes are 8:30AM to 2:30PM In Person at the CNM Montoya Campus.
You may qualify to take the Customer Service series at no charge if your employer meets these criteria:
This great opportunity is made possible through the collaboration between CNM Ingenuity and the City of Albuquerque. Job Training Albuquerque (JTA) is a workforce development program that provides opportunities for the local workforce to gain necessary skills in order to fill skill gaps and meet the workforce needs of existing and potential employers.
Apply for this workforce development opportunity to be funded through Job Training Albuquerque (JTA) by applying here: https://jobtrainingabq.org/application/
Laura Hines is a part-time instructor at Central New Mexico Community College in the School of Business, Hospitality & Technology (BHT). Laura holds a masters degree in Educational Leadership from the University of New Mexico where she found a passion for teaching within higher education. Laura’s professional experience includes business marketing, development and fundraising, and reatail and non-profit management.
CNM Ingenuity will be performing scheduled maintenance on Saturday, January 20 from 8 p.m. – 11 p.m. Students will not be able to submit or modify any forms during this time. We appreciate your patience and understanding. Please contact us with any questions.
CNM Ingenuity is closed for the holidays beginning Monday, December 22, 2025 and will reopen Monday, January 5, 2026. We hope you have a wonderful holiday season and we look forward to seeing you in the New Year!