Library customer service training often focuses on the ‘problem patron’. Disruptive patrons make up only a small portion of the customers served and every one of them has the potential to be labeled a ‘problem’. By labeling and creating policy and procedure around “ the exceptions” you sell the rest of your customers short and help create the so-called ‘problem patron’.
In this webinar, participants will:
- Discover how they may be contributing to bad behaviors in the library
- Learn how focusing on the behavior rather than the person changes the dynamic
- Create a more inclusive vision of customer service that serves both patrons and staff
Originally broadcast September 23, 2014.
Melissa Powell ~ Biography Melissa Powell has worked for 35 years in libraries as a paraprofessional and degreed professional, in addition to a 4-year “retirement” to learn about the book & publishing industry. She is an Independent Librarian currently teaching Cataloging Fundamentals and Collection Management both online and through state libraries, library consortia, and other education agencies. She spent 2009 organizing a local history collection at a public library in the mountains of Colorado (“from boxes to shelves”), 2012-13 assisting with the setup and cataloging of a dual language university catalog, and regularly consults with school and public libraries on technical and public services.