Scenario : Person rushes to the Desk, breathless & demanding in tone,
“ This computer doesn’t work! I’ve spent 20 minutes searching for a book I know you have in this library and the computer says it doesn’t exist! With the card catalog it would take less than 2 minutes to find it. It’s ridiculous to have to waste so much time and not find what I want when I know it’s there!”
“ 4.5.1 Rude patrons. If you encounter a patron who is abusive or behaves in other inappropriate ways, including communication of a sexual or too personal nature, do not engage in dialog with them. Send the Goodbye-Inappropriate script
[“This is a library reference service. When you have a reference question, we will be glad to help you. Goodbye.”],
A patron comes to the circulation desk to check out another ten books. The library staff person cannot check out the books to the person because of an outstanding fine. The library user is irate! The staff person called you over to help. The library patron has now started yelling about the type of help she receives every time she comes into the library. She shouts that the library should be open more hours on the weekends. How do you handle the situation?