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 Feels they have to yell or make a

scene to get what they want Doesn’t like to hear “no” Makes your job difficult

PERSONALITIES

Introvert Extrovert

Thinker

Relator

Socializer

Driver

PERSONALITIES

Thinker-”In God We Trust, All Others

Use Data”-Emotional Characteristic: Fear

(Critical)-Need Fulfillment: Information- Fear: Fear

PERSONALITIES

Relator- “If It Ain’t Broke, Don’t Fix It”

- Emotional Characteristic: Non-Demonstrative- Need Fulfillment: Security- Fear: Loss of Security

PERSONALITIES

Socializer-”Work Made Fun Gets Done”

- Emotional Characteristic: Trust/Optimistic

-Need Fulfillment: Acceptance

- Fear: Rejection

PERSONALITIES

Driver- “Be Brief, Be Bright, Be Gone”

- Emotional Characteristic: Anger

- Need Fulfillment: Results

- Fear: Taken Advantage Of

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

WHAT MAKES A PATRON DIFFICULT

Lack of good customer service Didn’t feel that their needs were

met Personality conflict Having a bad day

WHAT DO PATRONS WANT

1. Accessibility2. Availability3. Affability4. Agreeability5. Accountability6. Adaptability7. Ability

To summarize: Nice People; Easy Process

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*

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 flexible4. Commit to a solution

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

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 confrontationHow: Use “I” instead of “You”, avoid backing the person into a corner, give the other person a way out.

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

HOW TO DEAL WITH DIFFICULT PEOPLE/PATRONS

Be RESPONSIVE and not REACTIONARY1. Breathe2. Remember that they have problems

you are not aware of3. Take notes if needed4. Get help

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

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