Defusing the angry patron
Subtitle: a how-to-do-it manual for librarians and paraprofessionals
By: Rhea Joyce Rubin.
Series: How to-do-it manuals for librarians ;; no. 100; How-to-do-it manuals for libraries ;; no. 100.
Publisher: Neal-Schuman Publishers
Published: 2000
Place of publication: New York
Language: eng
Number of pages: 99
Subjects: Public services (Libraries) -- United States.; Customer services -- United States.; Anger -- United States.
Description: Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.
Notes: Includes bibliographical references (p. 91-93) and index.