Courses
Dealing with Angry Patrons (LibraryU)
Course ID: LU_CUS016
Price: $40.00 |
Description:No one enjoys having to deal with an angry patron, but with proper preperation, and by developing the specific set of skills required, you can minimize conflict, defuse patron anger and identify the underlying issues so that you can help find the best solution. This course on Dealing with Angry Patrons is designed to help you improve your skills in dealing effectively with angry customers. It outlines a two-step method for responding to anger, by teaching the staff member to first deal with the patron's feelings, then deal with the person's problem. It includes practice with realistic patron encounters.
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