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Handling Difficult Customers

Melissa Bernasek

Agenda

� Why are people difficult?

� Angry Alan

� Persistent Pam

� Rule-Bender Rita

� No-Boundaries Nora

� Inappropriate Ian

� Worst-Case Scenario

� Bonus Demo: Gail’s Toolkit

Why are people difficult?� At capacity

� Weren’t acknowledged

� Have a value conflict

� Human with emotions

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� PROFILE

o Agitated

o Frustrated

o Impatient

o Demanding

o Interrupts

o Raises voice

o May use offensive language and demean staff

� SEEKING: An immediate resolution and someone to blame

ANGRY ALAN

� Nearby patrons can be affected

� Staff become upset and stress increases

� Staff morale decreases

� Negative effect is generally short lived if the customer is satisfied or leaves

Why is Alan a problem?

How do you handle Alan?� Go above and beyond to resolve the

problem quickly

� Use proven de-escalation techniques

o Stay in control of yourself

o Listen

o Do not raise your voice

o Maintain a safe distance

� Take a breather

� Don’t take it personally

� Use humor – in the workroom of course!

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Time for a story!

� PROFILE

o Never-ending questions

o Feigns ignorance

o Resistant to learning

o Gets overly personal and/or tells stories

o Wants an immediate answer

� SEEKING: Companionship or Easy Out

PERSISTENT PAM

� Monopolizes staff time

� Daily duties impacted

� Limits time you have to help other patrons

� Increased stress and aggravation

� Waste of tax payers money (inefficient)

Why is Pam a problem?

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� Allow short anecdotes, but curb long stories

� Refocus to keep customers on track

� Refer to the next customer in line

� Have a co-worker “rescue” you

� Control your time by making librarian appointments

� Set time boundaries and stick to them

How do you handle Pam?

Time for a story!

RULE-BENDER RITA

� PROFILEo Manipulative

o Knows the policy but asks for

an exception

o Has unrealistic expectations

o Expects special treatment from staff

o Challenges staff when they tell her no

o Drops the names of those in authority

o Uses flattery, pouting, or threats to try

to get her way

� SEEKING: Power and Control

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Why is Rita a problem?

� Disruptive

� Confrontational

� Encourages inconsistency

� Prolongs interactions

� Creates conflict among staff

� Creates unnecessary escalations

How do you handle Rita?

� Move the conversation away from the desk/room

� Use relevant, concrete examples to illustrate the need for policies

� Tell her what you CAN do for her

� Remind her that respectful and appropriate behavior is required even though she disagrees

� Ask her if there is something else she needs help with before you move on

� Be sure coworkers are aware of Rita so she gets a consistent message from all staff members

Time for a story!

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� PROFILE

o Needy

o Goes from person to person

o Avoids “No’s”

o Follows staff around

o Oblivious to surroundings

o Has a story to tell

� SEEKING: Someone…ANYONE!

NO-BOUNDARIES NORA

� Persistent contact

� Consistent Phone Calls/Emails/Visits

� Discomfort

� Resentment

� Guilt

Why is Nora a problem?

"True strength is found in standing firm,

yet bending gently."

� Establish boundaries

� Empathy

� Listening

� Assertiveness

How do you handle Nora?

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Time for a story!

� PROFILE

o Targets specific employees

o Loiters or leers

o Charms

o Makes personal comments

o A regular patron

o Threatens or intimidates

o Sexually harasses

� SEEKS: Power and/or Attention

INAPPROPRIATE IAN

� Invasion of personal boundaries

� Interaction leaves staff feeling…

o Uncomfortable

o Anxious

o Isolated

o Violated

� Potential for immediate escalation

o Criminal offense and police involvement

Why is Ian a problem?

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How do you handle Ian?� Take patterns of offhand remarks seriously

o Inform Ian of inappropriate behavior

o Report to manager/security

o Create a paper trail

� Create a physical barrier

� Escalating behavior could result in a ban

� Police may need to be involved

Time for a story!

Worst-Case Scenario� Train staff to recognize red flags

� Seek reinforcements

� Keep a list of banned or problem patrons so staff is aware

� Know your policy

� Escalate

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ResourcesBooks

Crucial Conversations by Kerry Patterson

Perfect Phrases for Dealing with Difficult People by

Susan Benjamin

Case Studies in Library Security by Bruce Shuman

Videos

Don Crawley’s Customer Service 101 videos, including How to Deal with an Angry Customer or End-User

https://youtu.be/3Xi2MzPrTsE

Run Hide Fight

https://youtu.be/5VcSwejU2D0

QUESTIONS?

Thank you for your support, RAILS!