Good manners and a friendly demeanor can handle most library customer relations issues. But what if civil is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally or physically intimidating? If they are belligerent? Impaired by drugs or alcohol? Refusing to leave? Caught stealing or damaging property? Threatening library staff or other library customers? Planning and prevention will work 99% of the time, and when do you call the police?
In this archived video, library consultant Pat Wagner of Siera Learning will share how to deal with the most challenging of customers.