TY - JOUR
T1 - The common sense of customer service employing advice from the trade and popular literature of business to interactions with irate patrons in libraries
AU - McGuigan, Glenn Steele
PY - 2002/6/1
Y1 - 2002/6/1
N2 - 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 here- clarifying a misunderstanding, insulating oneself from negativity, showing empathy, and listening-are common sense elements of successful customer service and coping techniques.
AB - 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 here- clarifying a misunderstanding, insulating oneself from negativity, showing empathy, and listening-are common sense elements of successful customer service and coping techniques.
UR - http://www.scopus.com/inward/record.url?scp=85013723674&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85013723674&partnerID=8YFLogxK
U2 - 10.1300/J120v36n75_18
DO - 10.1300/J120v36n75_18
M3 - Article
AN - SCOPUS:85013723674
SN - 0276-3877
VL - 36
SP - 197
EP - 204
JO - Reference Librarian
JF - Reference Librarian
IS - 75-76
ER -