2013 PLA Virtual Spring Symposium

Customer Service Challenges: When Tensions Run High

It’s not always easy to provide “service with a smile.” Customers of all moods and personalities make their way into the library and require staff to have an extra dose of patience and fortitude. It helps to know what to look for, how to recognize your own response, and what steps to take if a situation grows tense. Learn how to manage the stress of a difficult moment and still deliver customer service you can be proud of.

Originally presented Wednesday, March 20, 2013, as part of the 2013 PLA Virtual Spring Symposium.

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