Serving the Difficult Customer

Serving the Difficult Customer

A How-to-do-it Manual for Library Staff

Book - 1993
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You know who she means: the complainer, the know-it-all, someone taking out a bad day on a captive librarian; but also lonely seniors, latchkey kids, and homeless people, not to mention co- workers now and again. Suggests behavioral approaches and resources available to avoid defensiveness and self-blame and turn the encounter into one of shared problem solving. Acidic paper. Annotation copyright by Book News, Inc., Portland, OR
Publisher: New York : Neal-Schuman Publishers, 1993, c1994
ISBN: 9781555701611
1555701612
Branch Call Number: PC 025.5 Smi 3558ad 1
Characteristics: x, 166 p. --

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