DEALING WITH DIFFICULT
PEOPLE/LIBRARY CUSTOMER
SERVICE
Kai Williams
WHO IS A DIFFICULT PERSON?
 Someone who has a complaint
 Someone dissatisfied with service
 Gives staff a hard time
 F...
PERSONALITIES
Introvert Extrovert
PERSONALITIES
Thinker
-”In God We Trust, All Others Use
Data”
-Emotional Characteristic: Fear
(Critical)
-Need Fulfillmen...
PERSONALITIES
Relator
- “If It Ain’t Broke, Don’t Fix It”
- Emotional Characteristic:
Non-Demonstrative
- Need Fulfillmen...
PERSONALITIES
Socializer
-”Work Made Fun Gets Done”
- Emotional Characteristic:
Trust/Optimistic
-Need Fulfillment: Accep...
PERSONALITIES
Driver
- “Be Brief, Be Bright, Be Gone”
- Emotional Characteristic: Anger
- Need Fulfillment: Results
- Fea...
TYPES OF DIFFICULT PATRONS
 Mr./Ms. Nice Guy/Girl
 Quiet Types
 School Yard Bullies
 Wait and See Types
 Mr./Mrs. Kno...
WHAT MAKES A PATRON DIFFICULT
 Lack of good customer service
 Didn’t feel that their needs were met
 Personality confli...
WHAT DO PATRONS WANT
1. Accessibility
2. Availability
3. Affability
4. Agreeability
5. Accountability
6. Adaptability
7. A...
HOW NOT TO SAY “NO”
 Filter
-choose your words wisely
 “Can-Can” rule
-let them know what you can
acknowledge and what y...
HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
 Four steps to Communicate with Difficult
Person
1. Establish a Direction-begin...
HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
 Two Tips That Will Improve Communication
1. Deal with the situation regardless...
HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
How to Let Someone Save Face:
When: The stakes are minimal, a lose-lose
situatio...
HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
Three important ways to prepare:
1. Create and update policies that reduce
prob...
HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
 Be RESPONSIVE and not REACTIONARY
1. Breathe
2. Remember that they have proble...
HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
 Have Trust
 Say “Yes” (find ways to say yes)
 Give Alternatives
 Be Approac...
REFERENCES
ALA Editions Workshop (Producer). (2013). How to deliver great library customer service.
[Webinar] Retrieved fr...
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Dealing with difficult people

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Dealing with difficult people

  1. 1. DEALING WITH DIFFICULT PEOPLE/LIBRARY CUSTOMER SERVICE Kai Williams
  2. 2. WHO IS A DIFFICULT PERSON?  Someone who has a complaint  Someone dissatisfied with service  Gives staff a hard time  Feels they have to yell or make a scene to get what they want  Doesn’t like to hear “no”  Makes your job difficult
  3. 3. PERSONALITIES Introvert Extrovert
  4. 4. PERSONALITIES Thinker -”In God We Trust, All Others Use Data” -Emotional Characteristic: Fear (Critical) -Need Fulfillment: Information - Fear: Fear
  5. 5. PERSONALITIES Relator - “If It Ain’t Broke, Don’t Fix It” - Emotional Characteristic: Non-Demonstrative - Need Fulfillment: Security - Fear: Loss of Security
  6. 6. PERSONALITIES Socializer -”Work Made Fun Gets Done” - Emotional Characteristic: Trust/Optimistic -Need Fulfillment: Acceptance - Fear: Rejection
  7. 7. PERSONALITIES Driver - “Be Brief, Be Bright, Be Gone” - Emotional Characteristic: Anger - Need Fulfillment: Results - Fear: Taken Advantage Of
  8. 8. TYPES OF DIFFICULT PATRONS  Mr./Ms. Nice Guy/Girl  Quiet Types  School Yard Bullies  Wait and See Types  Mr./Mrs. Know –It-All  Nothing’s Ever Good Enough Types
  9. 9. WHAT MAKES A PATRON DIFFICULT  Lack of good customer service  Didn’t feel that their needs were met  Personality conflict  Having a bad day
  10. 10. WHAT DO PATRONS WANT 1. Accessibility 2. Availability 3. Affability 4. Agreeability 5. Accountability 6. Adaptability 7. Ability To summarize: Nice People; Easy Process
  11. 11. HOW NOT TO SAY “NO”  Filter -choose your words wisely  “Can-Can” rule -let them know what you can acknowledge and what you can do *Only time that you can say “no” is if the request is impossible or illegal*
  12. 12. HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS  Four steps to Communicate with Difficult Person 1. Establish a Direction-begin with end in mind 2. Focus on the pattern of communication 3. Be flexible 4. Commit to a solution
  13. 13. HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS  Two Tips That Will Improve Communication 1. Deal with the situation regardless of how complicated or emotional it may be 2. Stick with the challenge until your message is clearly understood
  14. 14. HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS How to Let Someone Save Face: When: The stakes are minimal, a lose-lose situation exists, or one of the parties doesn’t want a confrontation How: Use “I” instead of “You”, avoid backing the person into a corner, give the other person a way out.
  15. 15. HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS Three important ways to prepare: 1. Create and update policies that reduce problems and protect staff and patrons 2. Develop communications skills to handle variety of situations 3. Train all staff in dealing with difficult patrons Note* Communication Is Critical When Managing Difficult Patrons
  16. 16. HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS  Be RESPONSIVE and not REACTIONARY 1. Breathe 2. Remember that they have problems you are not aware of 3. Take notes if needed 4. Get help
  17. 17. HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS  Have Trust  Say “Yes” (find ways to say yes)  Give Alternatives  Be Approachable  Be Respectful and Kind  Be Flexible  Be Patient  Keep it Simple- make it easy  Be Positive  Do the Right Thing
  18. 18. REFERENCES ALA Editions Workshop (Producer). (2013). How to deliver great library customer service. [Webinar] Retrieved from https://alapublishing.webex.com Customer service: Dealing with difficult personalities. (August 16, 2013). Retrieved online from www.kirkwood.edu/pdf/upload/838/Ap Difficult Customers.pdf Richards, T. Dealing with difficult patrons. [PDF document]. Retrieved online August 16, 2013 from www.warrenlibrary.org/district/files/Difficult_Patrons.pdf
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