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Resolving customer service issues and engaging in effective two-way communication is key to being skilled in the Service competency. The Skillsoft Online Learning library offers dozens of customer service resources to support you.

This week our featured video explores common mistakes often made in providing service along with tips on how to effectively handle complaints

Choosing the Right Interpersonal Communication Method to Make Your Point (2)

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

Note:  If you have misplaced your Skillsoft specific log in information please go to Skillsoft Online Learning and use the “forgot your user ID” link. If you have never accessed Skillsoft before use Welcome or welcome as your password (it may be case sensitive depending on when you were entered into the system).  If you have customized your password and forget what it is use the “forgot your password” link to set a new one.   If you need further support please contact talent.management@dal.ca