Title: Serving the Difficult Customer: A How-To-Do-It Manual for Library Staff (How to Do It Manuals for Librarians)
Publisher: Neal Schuman Pub
Publication Date: 1994
Language: English
ISBN 10: 1555701612
ISBN 13: 9781555701611
Binding: Paperback
Condition: Good
Dust Jacket Condition: No Jacket
Weight: 1.1 pounds

About this title

Synopsis

"Difficult" people frequent every kind of library. Whether a tough customer's behavior is a symptom of mental or emotional disorder, or the result of a bad day and a convenient target, all library staff benefit from knowing how to deal with one. This best-selling manual guides library staff at all levels through different types of behavior and clients (e.g., angry, hostile, aggressive, passive-aggressive, lonely, homeless, etc.), different responses, and appropriate resources for help.

Reviews

A very positive approach...[Smith] offers many valuable suggestions....can be of considerable value in understanding how to improve service to those users.

Shows how to understand...these customers, communicate with them, and prepare other staff to deal with them.

If you accept the fact that problem patrons in libraries are totally based on our perceptions, you will want this book. The author maintains that problems with patrons and staff members are based on our perceptions, our feelings, our beliefs, our thoughts, and that the only way to overcome these problems is for us to change. For staff members working with the public, this could create a complex. While this guide might be useful for theoretical or classroom discussions, a better book for staff use is Anne Turner's It Comes with the Territory: Handling Problem Situations in Libraries (Professional Reading, LJ 7/ 93).
Marie Bruni, Huntington Memorial Lib., Oneonta, N.Y.
Copyright 1994 Reed Business Information, Inc.

Smith's manual to help librarians deal with many problem situations and patrons is excellent. Twelve authoritative yet easy-to-grasp chapters help readers understand the nature of problems, conflict resolution, and how to control generally unpleasant situations. Smith discusses specific types of difficult customers and how best to communicate with each and in several places counsels how to attempt to understand patron anger and turn it to the librarian's advantage. Other chapters cover complaints, unresponsive people, know-it-alls, and nontraditional clients (the lonely, the homeless) and how to train staff to deal effectively with all of these. A self-assessment quiz, recommended readings, and guidelines for the development of policies are appended. Patrick Dewey

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