Serving the Difficult Customer
A How-to-do-it Manual for Library StaffBook - 1994
You know who she means: the complainer, the know-it-all, someone taking out a bad day on a captive librarian; but also lonely seniors, latchkey kids, and homeless people, not to mention co- workers now and again. Suggests behavioral approaches and resources available to avoid defensiveness and self-blame and turn the encounter into one of shared problem solving. Acidic paper. Annotation copyright by Book News, Inc., Portland, OR
Publisher: New York : Neal-Schuman Publishers, c1994.
Branch Call Number: 025.5 Smi
Characteristics: x, 166 pages : illustrations ; 28 cm.