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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Crash Course in Dealing with Difficult Library Customers (Paperback)
Loot Price: R1,554
Discovery Miles 15 540
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Crash Course in Dealing with Difficult Library Customers (Paperback)
Series: Crash Course
Expected to ship within 10 - 15 working days
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Libraries are public places-open to anyone and everyone. This book
contains invaluable, practical tips for library staff who sometimes
must deal with difficult or even dangerous individuals and
situations. Every library experiences difficult patrons. Thorough
preparation is the best defense: it's always much better to be
proactive than reactive. The authors of Crash Course in Dealing
with Difficult Library Customers realized that these kinds of
situations are more universal than unique, despite the great
variations in library environments and customer bases, and pooled
their more than 100 years of experience to offer practical advice
that will help library staff prepare for the many kinds of "worst
case scenarios"-before they arise. The book identifies the basic
types of problem-causing individuals, thoroughly overviews
effective strategies for offsetting their actions, and explains how
to successfully manage the stressful, emotionally charged
situations that can arise. Drawing on their extensive real-world
experience, the authors provide instructions for "last resort"
options when dealing with illegal activities, acknowledge the
rights of employees in difficult situations, and present strategies
that will minimize staff members' stress levels when dealing with
patrons. While this book will be extremely valuable to public
library staff, it addresses common situations that can happen in
public service at any type of library. Administrators who need to
develop policies to protect their staff and their users will also
find this unique work essential reading. Presents practical,
down-to-earth approaches based on the authors' many years of
real-world experience that can be applied in any type of library
environment Provides advice about unpleasant situations in an
accessible, non-threatening way that also injects an appropriate
modicum of levity into a serious subject Supplies essential tools
for dealing with difficult patrons ranging from "the censor" to
"the VIP" to dangerous, unstable individuals Gives readers the
knowledge they need to be prepared for handling potential problems,
resulting in greater confidence and peace of mind at the workplace
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