Defusing the angry patron
a how-to-do-it manual for librarians and paraprofessionals
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Author
Publication
2000 - Neal-Schuman Publishers, New York, New York (State)
Language
English
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.
Subjects
Topics
Places
Series Statement
- How to-do-it manuals for librarians ;
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