The common sense of customer service: Employing advice from the trade and popular literature of business to interactions with Irate Patrons in Libraries

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 hereclarifying a misunderstanding, insulating oneselffrom negativity, showing empathy, and listening-are common sense elements of successful customer service and coping techniques.