Dealing with Difficult Customer Behaviors! - SERLS Office - Wellston, Ohio

Join us on September 19, 2019 for a half day in-person workshop featuring Andrew Sanderbeck.  Register now.

Dealing with
Difficult Customer Behaviors!

Crash-Course in Handling the Difficult Customers that Come Through Your Doors!

Oh yes.they're out there and they're coming to your
library. Angry, nasty and even downright unreasonable customers on a
mission to tell and show you how they feel. Their behaviors really are

The good news is that you can choose to not let them
drag you down or ruin your day. And by using a few proven techniques and
questions some of these difficult customers could actually leave feeling

The Dealing with Angry Customer Behaviors Crash-Course
program is an interactive and fun-filled program with information, videos and
experiences that you'll be using to more effectively handle your Difficult Customers
when you return to work!

Participants will learn and begin to master:

  • Using the E+R=O technique to
    reduce stress and improve their response to situations they can or cannot

  • 3 powerful techniques for not "eating the difficult customers poison"
    and not taking things personally

  • Tips for deescalating an angry
    patron's behavior whether you're the first person they see.or the next

  • When to handle difficult
    customers with emotional responses and when to use logical responses

  • Safety tips for when customer
    behaviors go beyond unreasonable



Sanderbeck ~ Biography

Andrew has been developing and conducting programs for libraries
and library organizations for more than ten years. He has presented Web-based,
On-line, and Face-to-Face sessions on Management and Leadership, Customer
Service, and Communication Skills in the U.S. and numerous countries around the



No charge for$ nothing


Event Type: 
Library Services
Directors and Administration
Issues and Trends
Thursday, September 19, 2019 - 09:30 to 12:30