Rediscovering the Lost Art of Customer Service – Part 2 (Online) (NEFLIN)

Wednesday, October 19, 1:00 – 2:30 pm on your DESKTOP

In Part 2, we will delve into that exciting topic of how to handle difficult patrons ? yikes! Your library is a wonderful place ? people learn, you help patrons find information they need, you provide resources for people. Once in awhile, though, those same normally-nice people can get a little difficult and often it?s a result of a particular issue or circumstance. How do you attempt to meet a patron?s needs or requests when you find yourself in a challenging situation? How do you honor your library policies while trying to address their issues? In other words, how do you turn a difficult patron into a satisfied customer? In this session, we will delve into some specific scenarios that you may encounter in your everyday interactions with patrons ? and how to deal effectively with those scenarios.

Virtual Trainer: Linda Bruno, People ~ Connect Institute


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