Coverart for item
The Resource Serving the difficult customer : a how-to-do-it manual for library staff, Kitty Smith

Serving the difficult customer : a how-to-do-it manual for library staff, Kitty Smith

Label
Serving the difficult customer : a how-to-do-it manual for library staff
Title
Serving the difficult customer
Title remainder
a how-to-do-it manual for library staff
Statement of responsibility
Kitty Smith
Creator
Subject
Language
eng
Member of
Cataloging source
DLC
http://library.link/vocab/creatorDate
1945-
http://library.link/vocab/creatorName
Smith, Kitty
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
bibliography
Series statement
How-to-do-it manuals for libraries
Series volume
no. 39
http://library.link/vocab/subjectName
  • Public services (Libraries)
  • Customer relations
  • Interpersonal communication
  • Libraries
  • United States
  • United States
Label
Serving the difficult customer : a how-to-do-it manual for library staff, Kitty Smith
Instantiates
Publication
Bibliography note
Includes bibliographical references (pages 159-163) and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
1. Problem, Problem, Who's Got the Problem? -- 2. Understanding Difficult Behavior -- 3. Communicating With the Difficult Customer -- 4. Understanding and Dealing With Anger -- 5. Dealing With Angry, Aggressive Behavior -- 6. Dealing With Passive-Aggressive Behavior -- 7. Dealing With Complainers -- 8. Dealing With Unresponsive People -- 9. Dealing With Yes-People and No-People -- 10. Know-It-Alls -- 11. The Non-Traditional Client -- 12. Preparing Staff to Deal With Difficult Customers -- Appendix A Taking Charge of Your Own Behavior: A Self-Assessment Quiz -- Appendix B Recommended Readings on Selected Non-Traditional Library User Groups -- Appendix C Guidelines for the Development of Policies Regarding User Behavior and Library Usage (American Library Association, January 24, 1993)
Control code
29517502
Dimensions
28 cm
Extent
x, 166 pages
Isbn
9781555701611
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other physical details
illustrations
System control number
(WaOLN)1585662
Label
Serving the difficult customer : a how-to-do-it manual for library staff, Kitty Smith
Publication
Bibliography note
Includes bibliographical references (pages 159-163) and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
1. Problem, Problem, Who's Got the Problem? -- 2. Understanding Difficult Behavior -- 3. Communicating With the Difficult Customer -- 4. Understanding and Dealing With Anger -- 5. Dealing With Angry, Aggressive Behavior -- 6. Dealing With Passive-Aggressive Behavior -- 7. Dealing With Complainers -- 8. Dealing With Unresponsive People -- 9. Dealing With Yes-People and No-People -- 10. Know-It-Alls -- 11. The Non-Traditional Client -- 12. Preparing Staff to Deal With Difficult Customers -- Appendix A Taking Charge of Your Own Behavior: A Self-Assessment Quiz -- Appendix B Recommended Readings on Selected Non-Traditional Library User Groups -- Appendix C Guidelines for the Development of Policies Regarding User Behavior and Library Usage (American Library Association, January 24, 1993)
Control code
29517502
Dimensions
28 cm
Extent
x, 166 pages
Isbn
9781555701611
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other physical details
illustrations
System control number
(WaOLN)1585662

Library Locations

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      1020 Lowry Street, Columbia, MO, 65201, US
      38.944491 -92.326012
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