Defusing the Angry Patron
A How-to-do-it Manual for Librarians and ParaprofessionalsBook - 2000
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.
Publisher: New York : Neal-Schuman Publishers, c2000.
Branch Call Number: 025.5 Rub
Characteristics: xi, 99 pages ; 28 cm.