This document discusses strategies for dealing with difficult library patrons. It begins by defining difficult patrons as those who complain, are dissatisfied with service, or feel they need to yell to be heard. It then examines different patron personalities and types of difficult patrons. The document outlines what patrons want from customer service and provides tips for communicating effectively with difficult patrons, such as focusing on solutions, sticking with challenges, and giving patrons a way to save face. It emphasizes preparing for difficult situations through policies, communication skills training, and staying responsive rather than reactionary.