Many of us have to deal with angry or customers as part of our work, and it’s rarely easy. Most library employees will tell you that only a small percentage of their customers that are truly angry, yet they seem to be some of the most “memorable” customers that visit the library.

When we know what to say and, more importantly, how to say it, we may be able to save the situation. How we respond can make the difference between a customer who feels satisfied with the resolution and one who vows never to patronize your library again. Sometimes, we can even end up with a better relationship with our customer than we had before.

Join Andrew for this interactive and fun webinar and be even more prepared for the next Angry Customer that comes your way!

Andrew Sanderbeck ~ Biography
Andrew has been developing and conducting training 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 world. He is the founder of the PCI Webinars.

Originally broadcast 07/31/2014