If you work in a library and face abuse here are a few suggestions for how to handle them

1) Don’t take the criticism personally. They’re not attacking you as a person but you as an employee representing a company or organisation that they perceive as cold and heartless.

2) Listen to the client. Let them tell their side. This will help the client calm down and think rationally. Meanwhile, you can buy some problem-solving time as you listen. Ask the client what he or she would do in your situation and how to prevent the problem from occurring in the future. Involving the customer shows you care about his or her needs and that you’re committed to customer service.

3) Treat the customer as you would want to be treated. Don’t pass the customer around. If you don’t know the answer to the problem, tell him or her that you’ll find the answer and call him or her back. Give the customer your name and contact information so that he or she can reach you if he or she has another problem.

4) Deal with the person and then with the problem. People often need to vent, regardless of whether you’re the appropriate target.

5) Remember that excellent customer service can be the means for retaining a client instead of losing one, so how you deal with your unhappy customers is crucial.

Useful for librarians, library staff, library researchers, library managers

Contact us to find out how blue concept training can support the people in your organisation. When staff feel in control, safe and calm they can provide the very best in customer service. Conflict management training will reduce costly staff absenteeism, exposure to risk and poor work practices. Speak to a member of our team who will be happy to discuss how our employee support training can help your organisation. Contact blue concept training today.