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 created by LibraryU, a program of the Illinois State Library and the regional library systems.

Length: 1 hour

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.

This course is based on a webinar originally presented by Gretchen Caserotti, director, Meridian Library District (ID), who has served from frontline librarian to policy maker, was trained at the Darien Library (CT) and was a 2010 Library Journal Mover & Shaker.

This project was made possible in part by the Institute of Museum and Library Services, and through a collaborative partnership between WebJunction and Infopeople.

Length: 2 hours