When Nice Isn't Enough: Dealing with Your Library's Most Difficult Customer Behaviors

When Nice Isn't Enough: Dealing with Your Library's Most Difficult Customer Behaviors with Pat Wagner

Good manners and a friendly demeanor can handle most customer relations issues. But what if civil is not enough? Do you, your staff, and 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 staff or other customers? Planning and prevention will work 99% of the time, but when do you call the police? To answer these questions, join us to learn more about preparing for and effectively dealing with difficult customer behaviors.

The State Library of North Carolina will provide live captioning for this program.

This session will be recorded and available to view on SLNC Academy.

Register

North Carolina library staff are invited to register for When Nice Isn't Enough: Dealing with Your Library's Most Difficult Customer Behavior, https://slnc.info/WNIE. 

About the Speaker

Pat Wagner has been a trainer, educator, and consultant for 45 years with clients in 49 states and Canada. She is a management consultant and instructional producer at Pattern Research, Inc. Pat has worked with enterprises in the public, private, and nonprofit sectors, from federal agencies and Ivy League universities to elected city councils and rural community colleges, from Fortune 500 companies to family-run retail stores, and from the Library of Congress to storefront public libraries. She is known for her practical and good-humored face-to-face and online programs. Her focus: libraries, higher ed, local government, nonprofits, and small businesses. Pat has been a performance poet, playwright, printer, small press publisher, and graphic designer, and loves books, cats, wildlife, gardens, music, and the arts.

This program is supported by grant funds from the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act (LSTA) as administered by the State Library of North Carolina, a division of the NC Department of Natural and Cultural Resources (IMLS grant number LS-249980-OLS-21) .