Defusing the Angry Patron
A How-to-do-it Manual for LibrariansBook - 2011
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 behavior.
Publisher: New York : Neal-Schuman Publishers Inc., , ©2011
Edition: Second edition
Description: xv, 125 pages ; 28 cm
Branch Call Number: 025.5 Rub