Defusing the angry patron a how-to-do-it manual for librarians and paraprofessionals
Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York
Neal-Schuman Publishers
2000
|
| Series: | How-to-do-it manuals for libraries
v.no 100 |
| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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|---|---|---|---|
| 001 | wils-407306 | ||
| 005 | 20208382345 | ||
| 008 | t2441 # 001 eng D | ||
| 020 | # | # | |a 9781555703721 |
| 020 | # | # | |a 1555703720 |
| 040 | # | # | |a DLC |b eng |c DLC |d UiTM |e rda |
| 041 | 0 | # | |a eng |
| 090 | 0 | 0 | |a Z711 |b .R83 2000 |
| 100 | 1 | # | |a Rubin, Rhea Joyce |e author |
| 245 | 1 | 0 | |a Defusing the angry patron |b a how-to-do-it manual for librarians and paraprofessionals |c Rhea Joyce Rubin |
| 264 | # | 1 | |a New York |b Neal-Schuman Publishers |c 2000 |
| 300 | # | # | |a xi, 99 pages |c 28 cm |
| 336 | # | # | |a text |2 rdacontent |
| 337 | # | # | |a unmediated |2 rdamedia |
| 338 | # | # | |a volume |2 rdacarrier |
| 490 | 1 | # | |a How-to-do-it manuals for libraries |v v.no 100 |
| 504 | # | # | |a Includes bibliographical references (p 91-93) and index |
| 520 | # | # | |a Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour. |
| 650 | # | 0 | |a Customer services |z United States |
| 650 | # | 0 | |a Public services (Libraries) |z United States |
| 650 | # | 0 | |a Anger |z United States |
| 856 | 4 | 0 | |z Click Here to View Status and Holdings. |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=407306 |
| 964 | # | # | |c BOK |d 01 |
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Defusing the angry patron a how-to-do-it manual for librarians