The common sense of customer service: Employing advice from the trade and popular literature of business to interactions with Irate Patrons in Libraries

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

The trade and popular literature of business provides a rich source of commentary upon interactions with difficult people. Examining information from the literature concerning this topic and applying it to the library setting, the reference librarian or public services staff member may acquire techniques for use in confronting a patron who, for one reason or another, is angry or hostile. The activities suggested hereclarifying a misunderstanding, insulating oneselffrom negativity, showing empathy, and listening-are common sense elements of successful customer service and coping techniques.

Original languageEnglish (US)
Title of host publicationHelping the Difficult Library Patron
Subtitle of host publicationNew Approaches to Examining and Resolving a Long-Standing and Ongoing Problem
PublisherTaylor and Francis Inc.
Pages197-204
Number of pages8
ISBN (Electronic)9781315863474
ISBN (Print)9780789017307
StatePublished - Oct 31 2013

All Science Journal Classification (ASJC) codes

  • Arts and Humanities(all)
  • Social Sciences(all)

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