Library Customer Service Training often focuses on the ‘problem patron’. Disruptive patrons make up only a small portion of the customers served and every one of them has the potential to be labeled a ‘problem’. By labeling and creating policy and procedure around “ the exceptions” you sell the rest of your customers short and help create the so-called ‘problem patron’. Participants will: Discover how they may be contributing to bad behaviors in the library Learn how focusing on the behavior rather than the person changes the dynamic Create a more inclusive vision of customer service that serves both patrons and staff

1. Banish “Problem Patron” From Your Vocabulary Banish Problem Patron Vocabulary
©2014 Melissa M. Powell/Bibioease.com

2. Banish Problem Patron Vocabulary ©2014 Melissa M.
Powell/Bibioease.com

3. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
After this webinar participants will
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Discover how they may be contributing to bad behaviors in the library
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Learn how focusing on the behavior rather than the person changes the dynamic
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Create a more inclusive vision of customer service that serves both patrons and staff
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Be aware of tools available to assist in working with various customer types
Objectives

4. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Time to do some work on your own.
Time to share your observations and, or stories.
Writing it out in a word processing program then pasting it in the comments makes it easier and faster.

5. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Write down your ‘problem’ patron, their ‘nickname’ and why they are a problem. Make sure to leave room for notes.

6. Beyond Customer Service Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com

7. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Customer Service

8. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com

Needy/helpless
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Miserable
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Blameless
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Entitled
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Angry
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Disrupting
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Boundary pushing
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Mentally ill
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Criminal behavior

9. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com

potentially harmful to you or other persons?
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damaging personal or public property?
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showing obvious distress?
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indicating they are under the influence of alcohol or drugs?
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increasingly belligerent and causing an obvious disruption?
Is their behavior . . .
Then you need to call security, medical assistance, or law enforcement.

10. What is most Helpful? Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
a)
Avoiding the individual.
b)
Creating policies to address the ‘problem’.
c)
Putting up with the person to avoid conflict.
d)
Determining the basic issue and getting them help.

11. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Partner up for training with experts:
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Mental health practitioners
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Security companies
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Law enforcement
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Health practitioners
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Educators
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Legal experts

12. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com

13. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Look at your ‘problem’. Determine whether they have crossed a line and require intervention.
Not sure? Ask in the comments!

14. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com

Needy/helpless

Miserable

Blameless

Entitled

Angry

Disrupting

Boundary pushing

Mentally ill

Criminal behavior

15. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Problem Patron
How does this change your attitude? Your focus? Your actions?

16. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Problem Patron
is basically a conflict between each person’s needs, desires, concerns, and fears

17. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
It’s not the person, it’s the behavior.

18. How does the label help? Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com

19. What does the label do? Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com

Defines the person before others get a chance to see for themselves.

Determines your attitude and demeanor before you even know what they want.

Leads to viewing similar people/groups the same way.

Creates a bullying culture.

20. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Threatening, imperious, pressuring, intimidating, aggressive, harassing.
Discrimination

21. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Library Marketing

22. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
For the next few slides, note what you think applies to your ‘problem’.

23. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
What is the Behavior?
Devoid of the personality, what is the behavior?

24. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
What is driving the Behavior?
What could be the source of that behavior?

25. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
What are you doing to contribute to the Behavior?
Is your reaction/action contributing to the behavior?

26. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
What can we CHANGE?
What can you do to eliminate the cause of the behavior?

27. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
What can we CHANGE?

28. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Create Boundaries

29. Banish Problem Patron Vocabulary ©2014 Melissa M.
Powell/Bibioease.com
You let one person do it because you like them, other people see it and wonder why they can’t.
Playing favorites

30. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Ignoring, shutting out, singling out, separate, judge, neglect.
Discrimination

31. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Soft Skills Training:
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Listening
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Communication styles
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Conflict resolution
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Learning styles
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Time management
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Emotional intelligence

32. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Check your notes. Did anything ‘pop out’ for you and your situation? What can you do the next time this person or group comes in?
Anything you want to share?

33. Banish Problem Patron Vocabulary ©2014 Melissa M. Powell/Bibioease.com
Of course there is always this person . . .

34. Intellectual Freedom & Collection Management ©2014 Melissa M. Powell/Bibioease.com
Handouts
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Resources for Learning More
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Behavior Checklist
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ASCLA Tip Sheet: People with Mental Issues: What you need to know.
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PDF of Slides
Banish “Problem Patron” From Your Vocabulary