Defusing the Angry Patron

Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons.

Defusing the Angry Patron

Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.

Helping the Difficult Library Patron

counter of this type may not disrupt library service as would a major incident with
a mentally ill patron , but it does ... of the interaction.20 A more in depth article by
Rhea Rubin , “ Anger in the Library : Defusing Angry Patrons at the Reference ...

Helping the Difficult Library Patron

A problem patron is not one with difficult requests or obscure interests, but one who displays behavior that is deemed destructive, criminal, bothersome, offensive, or otherwise inappropriate. Librarians look at the nature of the problem in academic and public libraries, the impact of such technologies as the Internet and cell phones, and solutions from other professions as well as from the experience of librarians.

Helping the Difficult Library Patron

... Rhea Rubin, “Anger in the Library: Defusing Angry Patrons at the Reference
Desk (and Elsewhere),” gives concrete practical techniques for encounters with
difficult library patrons. She maintains that rudeness, anger and violence are on
the ...

Helping the Difficult Library Patron

This insightful book shows you how to deal with an issue as old as the library profession: interacting with problem patrons. It looks at this fact of life that affects almost every facet of library work and provides practical solutions--some developed within the field and some borrowed from other professions--that will improve reference services for those you serve and make the work of your library staff less stressful, more productive, and increasingly meaningful. Helping the Difficult Library Patron: New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem examines: the nature of the problem from historical and demographic perspectives ways of dealing with the problem in academic and public libraries competency-based training techniques that will empower your frontline staff the impact of new technologies such as cellular phones and the Internet and ways of dealing with the new breeds of difficult patrons that come with them solutions from our colleagues what we can learn from the perspectives of others--psychotherapists, businesspeople, and corporate managers--you even get a Zen Buddhist viewpoint! effective ways to utilize community resources such as campus and local police and much, much more! Nowhere in the library literature have so many practitioners and educators combined their efforts to examine and provide solutions to this ageless problem. Library administrators, staff, and educators will find Helping the Difficult Library Patron a matchless resource!

Better Than Bullet Points

... Simple multiple-choice quiz; Printable worksheet; List the four steps in defusing
an angry customer; Given choices, correctly choose phrase most likely to defuse
angry customer Comprehend Explain, predict, describe Restate; Paraphrase; ...

Better Than Bullet Points

This book focuses exclusively on the application of PowerPoint to the creation of online training programs. Better than Bullet Points, Creating Engaging e-Learning with PowerPoint fills that gap. By providing in-depth guidance, specific instructions, and helpful exercises, the book will enable training practitioners to create impactful learning interactions in PowerPoint. The author steps readers through the powerful features of this popular desktop application, covering everything from text to art, animation to interactivity. Provided that the reader owns a copy of PowerPoint, this book will immediately put free real-world tools into the hands of those who need it. The information is practical rather than theoretical and immediately applicable. Most importantly, this book will help make e-learning accessible to those who have previously been excluded from taking advantage of the opportunities e-learning can provide. Jane Bozarth is the e-learning coordinator for the North Carolina Office of State Personnel's Human Resource Development Group and has been a training practitioner since 1989. She is a columnist for Training Magazine and has written for numerous publications including Creative Training Techniques Newsletter and the Journal of Educational Technology and Society.

The Customer Service Survival Kit

What to Say to Defuse Even the Worst Customer Situations Richard Gallagher.
Here are some other ... When you learn and use skills like these, you can truly
defuse angry customer situations with the skill of a bomb squad. This confidence,
in ...

The Customer Service Survival Kit

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: * The power of leaning into criticism * Trigger phrases that can make bad situations worse * The secret to helping people feel deeply heard in a crisis * How to use the divide-and-conquer approach to safely deliver bad news * Indispensable problem-solving tools * How to become immune to intimidation * How to wrap up transactions so that customers are happy * And more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer-the key to radical improvements in every organization.

The Reference librarian

counter of this type may not disrupt library service as would a major incident with
a mentally ill patron , but it does ... 20 A more in depth article by Rhea Rubin , “
Anger in the Library : Defusing Angry Patrons at the Reference Desk ( and ...

The Reference librarian


Visible Librarian

Sometimes a problem with a difficult customer is just a matter of mismatched
styles of communication, personality, or expectations. To defuse an angry
customer, first acknowledge the person is upset. You don't have to agree with him
or her; ...

Visible Librarian

Outlines strategies to improve customer service, gather advocates, maintain resources, and garner recognition for providing value.

Defusing Hostile Customers Workbook Third Edition2010

This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.

Defusing Hostile Customers Workbook  Third Edition2010

Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers convey image of constructive caring to government customers even when they are abusive set limits for angry customers and enforce them for mutual benefit Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities. Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold. Angry, unsatisfied clientele eat up hours of staff time. Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER. Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework," with key answers provided at the back of the book. Here's just a taste of the content: Government Context Nature of Hostile Behavior How Hostile Situations Escalate Principles of Defusing Art of Self-Control Starting Off Successfully Using Co-operative Language Verbal Self-Defense Techniques Acknowledgment Tactics Countering Non-Verbal Intimidation Referral Techniques Telephone Hostility Limit Setting There's even a chapter for managers and supervisors. This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.

Transportation Distribution

Defuse the angry customer • Understand your customers ' feelCUSTOMER
SERVICE ings . To truly solve a problem to your ... This will help you understand
their anger , their needs , and their desired resolution . • Suggest a way to fix the ...

Transportation   Distribution


If It Wasn t for the Customers I d Really Like This Job

Based on principles of Psychology and Psycholinguistics this book provides more than 100 tactics and behaviors you can use to deal professionally with hostile, angry, unreasonable customers without taking or giving offense.Based on ...

If It Wasn t for the Customers I d Really Like This Job

What's the best way to get an angry customer to stop yelling at you over the phone? How can you stand up for yourself AND stay professional with even the nastiest customers? How can you reduce the length of time angry customers argue? How do you ensure offensive behavior from one customer doesn't affect how you treat the NEXT customer? And, how do you stop offering rent free space in your head to angry customers who insist on haunting your thoughts after work? No more "I should have said..."!Finally a practical guide to working with difficult customers that goes beyond the obvious. Based on principles of Psychology and Psycholinguistics this book provides more than 100 tactics and behaviors you can use to deal professionally with hostile, angry, unreasonable customers without taking or giving offense.Based on discussions with thousands of customer service representatives the techniques in this book will cover almost any tough situation you may face.It's time to take control of difficult customer situations to reduce your stress and enjoy your job fully. Stop allowing customers to ruin your day.If you like your job -- if only the nasty customers would go away, this is for you.Includes sections on manipulative people, how to shut down ranting customers, how to get people to listen to what you have to say so you can help, and a section for managers and supervisors. Also tips on interacting with customers via email, phone and social media."Whether you have ten days or ten years experience, you WILL learn something from this book. Guaranteed!"

International Customer Service Association Customer Service Management Guide

state of emergency in the customer's mind , and he or she may counterattack with
complaints about your company's goods and services — whether or not ... Defuse
Anger If faced with an angry customer , reps must not aggravate the situation .

International Customer Service Association Customer Service Management Guide


Take Charge

DEFUSE What was I supposed to say while my customer ranted and raved about
his satellite dish “ filling up with water ... Still today , I clearly remember my first
angry customer experience and how I didn't know how to manage tha situation ...

Take Charge

Take Charge! gives you the professional know-how to manage all of your customer interactions. No matter how demanding the customer. No matter how difficult the situation.

California Management Review

Train customer-facing employees to anticipate and cope with not just a
dissatisfied, but an angry customer. ... need to be trained to use language and
timing that neurolinguistic psychology has shown to be effective in defusing
anger states.

California Management Review


Mobius

Mobius


Word Of Mouth Marketing

Finally , your irate customer might have cooled off in coming over or calling ,
requiring a regeneration of anger . The customer ... Just say , " You ' re angry . "
BREATH 1 ... statement . The first Stop the Horror Talk - Defusing Angry
Customers 81.

Word Of Mouth Marketing

Shows how to manage the ``talk factor'' in your company—spreading good news about the organization—and initiate a full-scale, word-of-mouth blitz to supplement any marketing strategy. Best of all, the techniques described here work for all organizations—big or small, professional or social, profit or non-profit. Whatever you're selling, it can help you wield the most powerful marketing tool of all.

Contemporary Applied Management

Deal Constructively with Customer Complaints and Anger . In an era when ...
When faced with an angry customer , use one or more of the following techniques
recommended by Donna Deeprose : 9 1. ... Use sir magic words to defuse anger .

Contemporary Applied Management


Applying Psychology

In Chapter 9 we mentioned the importance of allowing an angry customer to “
climb Mount Anger . ” When faced with an angry or difficult customer ... Use six
magic words to defuse anger . I understand [ that this is a problem ) ; I agree [ that
it ...

Applying Psychology

This introduction to success in the workplace provides an accessible overview of major psychological concepts and techniques that conveys how to exercise a solid professional performance and achieve personal satisfaction. Approaches to perception, learning, personality, conflict and motivation are examined, as well as theories of human behavior at work. Updated to include current issues that readers can relate to in everyday life, the Sixth Edition explores topics such as cross-cultural relations, working in teams, empowerment, and other relevant matters with the goal of developing an appreciation of key principles and findings of the psychology of individual behavior. For professionals with a career or interest in industrial/organizational psychology, human relations, mediation, and/or interpersonal skills.

Human Relations

When faced with an angry customer , use one or more of the following techniques
recommended by customer ... Suggesting that the customer is responsible for the
problem intensifies the conflict . ... Use six magic words to defuse anger .

Human Relations

Good work habits, time management, computer skills, and ethics are just a few of the competencies employees will find essential in a variety of future jobs. Designed to help readers enhance their interpersonal skills in the workplace, this guide is a blend of current and traditional interpersonal topics with a strong emphasis on skill development and self-assessment. Offers a more personal and job-oriented (and less managerial) approach than other books on the subject. Introduces basic concepts to enhance understanding of key topics; then, skill-building suggestions, exercises, and cases are presented that are crafted to improve the interpersonal skills related to each topic. Provides Web Corners in each chapter that point readers to Internet resources for that chapter. Updates information throughout as appropriate, including new cases and case problems; new chapter-opening vignettes; and several new self-quizzes. Features new topics throughout: includes value stereotypes for Baby Boomers, Generation X, and Generation Y; how to prepare for stressful conversations; work-family conflict as a stressor; and much more. An ideal reference for participants in leadership and supervisory training courses that emphasize interpersonal skills, rather than leadership theory and research.

Doing the Work of Reference

By validating the person's dissatisfaction with the new system, staff are defusing
the situation. ... patron might not go away completely frustrated and angry, he still
is left with a negative impression of the library and no way to effectively access ...

Doing the Work of Reference

Become more versatile, competent, and resourceful with these practical suggestions! Becoming a first-class reference librarian demands proficiency in a wide range of skills. Doing the Work of Reference offers sound advice for the full spectrum of your responsibilities. Though many aspects of a reference librarian's work are changing with astonishing speed, the classic principles in this volume will never go out of date. This comprehensive volume begins with hints for orienting yourself to a new job and concludes with ideas for serving the profession. On the way, Doing the Work of Reference covers such diverse topics as working with student assistants, offering reference services to remote users, and keeping up your professional development. In addition, you will find strategies for dealing with technological change--not high-tech information that will become obsolete before the ink is dry, but ways of approaching the process of change that will work today, next week, and ten years from now. Doing the Work of Reference will help you increase your competence in: getting along with other staff members marketing the library to users and faculty handling ephemeral materials keeping students’attention in library instruction courses maintaining good relations with faculty increasing your subject knowledge and much more! This comprehensive guide is an essential handbook for librarians in the trenches. Whether you are a new librarian or a veteran at the reference desk, Doing the Work of Reference will help you burnish your skills.