Banish 'Problem Patron' From Your Vocabulary (archived webinar)

This is an archived webinar.  You will receive a magic link to watch it via email the day before it is scheduled.  But don't let this fool you.  The magic link allows you to view it at any or night.   

This particular online experience is a mere 60 minutes in length.  Easy to fit into your busy schedule.  

The cost you ask?   No charge for SERLS members...a mere $15.00 for all other libraries.  Enjoy. 


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'. 

labeling and creating policy and procedure around " the exceptions" you sell
the rest of your customers short and help create the so-called 'problem


·         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


SERLS Member Libraries: $0.00

All Other Libraries: $15.00

Event Type: 
Issues and Trends
Online Course
Thursday, June 13, 2019 (All day)