Defusing the Angry Patron
A How-to-Do-it Manual for Librarians
Published on 1. January 2000
Book
Paperback/Softback
100 pages
978-1-55570-372-1 (ISBN)
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.
More details
Series
Language
English
Place of publication
New York
United States
Target group
Professional and scholarly
Dimensions
Height: 279 mm
Width: 216 mm
ISBN-13
978-1-55570-372-1 (9781555703721)
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Schweitzer Classification