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In day to day work the Dalhousie core competency of Service looks like individuals:
· Listening actively to clients, demonstrating an understanding of diverse client needs and engaging in effective two-way communication
· Communicating with clients in a timely manner
· Resolving client service issues, including urgent ones in a timely manner
In a short 27 minutes this video offers ideas for defusing complaints, investigating problems and managing conflict when interacting with clients or customers.
Facing Confrontation in Customer Service
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