Mastering Tough Customer Service Situations
Room 409AB
Session 3
Presenter: Cheryl Gould
Consultant and learning facilitator, has been working with libraries for 23 years to create engaged staff and happy patrons.
Do you face difficult situations that involve customers who seem angry, rude, unreasonable, out of control, threatening – or just plain impossible to please? In this session we'll look in to what might be going on with these customers and how to work with them for a win-win outcome. We'll also look at setting boundaries when your situation has changed from a customer service situation to a behavior problem.