Developed by: LibraryU, a program of the Illinois State Library and the regional library systems
Length: 1 hour
No one enjoys having to deal with an angry patron, but with proper preparation, and by developing the specific set of skills required, you can minimize conflict, defuse patron anger and identify the underlying issues so that you can help find the best solution.
This course is designed to help you improve your skills in dealing effectively with angry customers. It outlines a two-step method for responding to anger, by teaching the staff member to first deal with the patron's feelings, then deal with the person's problem. It includes practice with realistic patron encounters.
Course Design: updated by WebJunction
Format: Self-paced Course
Developed with: funding from the Institute of Museum and Library Services
Length: 2 hours
Commitment to great customer service goes beyond “service with a smile.” It is a commitment to truly engage and communicate with patrons and to find ways to extend the experience above and beyond their expectations. Building on the success of the Darien Library, whose reputation is known internationally for providing “extreme customer service,” presenter Gretchen Caserotti will provide you with practical and actionable ideas that can help your library, whether small or large, commit to excellent customer service.
Based on a webinar originally presented by Gretchen Caserotti and designed by WebJunction